Digital Community Intern

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