Digital Community Co-op

Remote
Notary Operations /
Internship /
Remote
About the Role & Project: We are seeking a highly motivated and detail-oriented Co-op to design, configure, and launch a new community forum for our notary network within Zendesk. This hands-on project is crucial for enhancing notary support, facilitating peer interaction, and gathering valuable feedback and directly contributing to our strategic goal of deepening community roots for optimal scale.

Key Responsibilities:

    • Over your 5-week co-op term, you will be responsible for the end-to-end development and initial launch of our Zendesk-based notary community forum, including:
    • Discovery & Planning:
    • Deep dive into Zendesk Guide/Gather features, including forums, Q&A, and customization options
    • Research best practices by analyzing existing Zendesk communities and other successful online forums
    • Collaborate with Notary Success, Support, and Product teams to define clear community goals and objectives
    • Propose the initial community structure, categories, and discussion topics based on notary needs
    • Identify key project milestones and internal stakeholder review points
    • Foundational Setup & Content Strategy:
    • Configure the basic Zendesk Guide portal and enable all necessary community features
    • Create initial community categories and discussion topics within Zendesk
    • Develop a content seeding plan, including converting common FAQs from Support, Notary Onboarding, and Notary Success tickets, and drafting introductory discussion prompts
    • Draft comprehensive community guidelines and ensure alignment with the Notary Code of Conduct
    • Begin outlining a robust moderation strategy, including roles and response protocols
    • Customization & Integration:
    • Apply Proof's branding and customize the community portal's layout for a seamless user experience
    • Investigate and plan the integration of community discussions with Zendesk Support, including how forum posts can lead to support tickets and considering the new AI-Bot launch in mid-July
    • Develop strategies for linking community discussions to existing Knowledge Base articles and informing future KB updates
    • Configure basic gamification elements (e.g., badges, "best answer" recognition) to encourage participation
    • Pilot Preparation & Communication Planning:
    • Develop a clear user onboarding flow for notaries joining the forum, in partnership with the Sr. Manager of Notary Onboarding
    • Identify and select a small pilot group of notaries for a soft launch
    • Draft comprehensive launch communications (email announcements, in-platform messages via monthly newsletter, LMS banners, Pendo messaging)
    • Identify and provide initial training to designated community moderators
    • Conduct thorough internal testing of the forum's functionality and user experience
    • Launch & Initial Monitoring:
    • Deploy the community forum to the identified pilot group or the broader notary network
    • Actively monitor initial discussions, user engagement levels, and immediate moderation needs
    • Analyze Zendesk's built-in community analytics to track performance
    • Collect qualitative feedback from pilot users to identify immediate areas for improvement

What You'll Learn/Gain:

    • Hands-on experience in community platform development and management
    • Deep understanding of Zendesk Guide/Gather capabilities
    • Skills in content strategy, moderation, and user engagement
    • Exposure to cross-functional collaboration with Product, Support, and Notary Success teams
    • Insights into the notary industry and the community experience attributes of a gig-economy workforce
    • Opportunity to directly impact the experience of thousands of notaries servicing signers through life’s most important moments

Qualifications:

    • Currently enrolled in a [e.g., Bachelor's or Master's] degree program in [e.g., Communications, Marketing, Information Systems, Business Administration, or a related field]
    • Strong interest in online communities, user experience, and customer (notary) success
    • Excellent written and verbal communication skills
    • Ability to work independently and collaboratively in a fast-paced environment
    • Familiarity with Zendesk or other CRM/support platforms is a plus
    • Experience with online forums or community platforms is a plus
    • Familiarity with the Notary industry is a plus
$23 - $25 an hour
Duration: 5 Weeks (Full-time)
This job will be posted and accepting applications through August 15, 2025.