Community Lead

About MYOB

MYOB is a premier provider of business management solutions dedicated to helping businesses in Australia and New Zealand start, endure, and prosper. We believe in making business functionality seamless for everyone involved — owners, employees, customers, suppliers, and families. Our mission is to empower every person in business with the tools they need to focus on what truly matters and achieve significant goals, whatever those may be.

Role Overview

As a Community Lead, you will be instrumental in crafting a welcoming, interactive, and valuable online environment for MYOB's customers and partners. You will oversee discussions across our Community Forum and social media, promptly address inquiries, and transform community feedback into actionable insights to enhance the overall customer experience. This role involves collaboration with Customer Success, Product, Marketing, and Partner teams, serving as the community's advocate within the organization to ensure members feel acknowledged, supported, and connected.

Key Responsibilities

• Create and implement strategies that boost engagement and active participation within the online community.
• Maintain an active presence on the Community Forum and social platforms to address questions, feedback, and concerns promptly.
• Moderate discussions to uphold an environment characterized by respect, constructiveness, and inclusivity.
• Oversee public review sites, monitor customer sentiment, and provide personalized, thoughtful responses.
• Strengthen relationships with customers and partners through community initiatives, promotional activities, and virtual events.
• Analyze community feedback and trends to generate clear insights and identify improvement opportunities for the company.
• Work closely with Product, Customer Success, Marketing, and other departments to align community efforts with business goals.

Desired Qualifications and Skills

• Experience in managing or expanding an online community, preferably within a technology or SaaS setting.
• A customer-centric approach, combined with empathy and sound judgment to manage diverse inquiries and interactions.
• Excellent written and verbal communication abilities tailored for varied audiences.
• Familiarity with community forums, social media, CRM, or other digital engagement tools.
• Exceptional organizational and prioritization capabilities to independently handle multiple tasks.
• Curious and analytical mindset, adept at leveraging feedback and community data to discern trends and opportunities.
• Collaborative approach with the confidence to represent customer and partner interests across multiple teams.

Culture and Benefits

MYOB values inclusivity and diverse perspectives. Our workplace fosters collaboration where opinions are valued and everyone’s contribution counts. Benefits include:

• Flexible hybrid working options balancing onsite presence with remote work.
• Financial support for home office setup and perks like corporate discounts and vouchers.
• Access to health and wellbeing support via partnerships like Sonder.
• Professional development through in-house training, LinkedIn Learning, conferences, and study assistance.
• Diverse leave options including generious parental, purchased leave, domestic violence, transgender, community and study leave.
• Involvement in community groups centered on wellness, belonging, and environmental initiatives.

Diversity and Inclusion

MYOB is an equal opportunity employer committed to embracing individual uniqueness and encouraging applicants from underrepresented groups. All qualified candidates are welcome to apply regardless of meeting every qualification. We are also committed to responding to each applicant and utilize AI tools as supportive measures in the recruitment process, with final decisions made by human evaluators.