Job Description

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Why you'll love this role as Community Manager at Civica
The Community Manager is responsible for managing the delivery of customer-facing support content and digital engagement. This includes managing the knowledge base, optimising the Civica AlwaysOn customer engagement portal, and fostering a vibrant online community. This role is pivotal in creating a seamless, self-service experience for customers.
Working cross-functionally with colleagues in Support, Product, Engineering, and Marketing teams, the Community Manager drives content quality, platform usability, and community engagement, while continuously improving the customer journey through data-driven insights.

• Own and evolve the customer support portal (Civica AlwaysOn) as a central hub for self-service, engagement, and feedback.

• Moderate and nurture community forums, ensuring timely responses and a positive tone.

• Drive initiatives to increase portal traffic and engagement.
• Oversee the creation, curation, and lifecycle of knowledge articles and FAQs.

• Collaborate with Support, Engineering, and Product teams to ensure content accuracy and relevance.

• Implement innovative methods of tagging, and search optimisation strategies
• Act as a voice of the customer, identifying pain points and opportunities for improvement identified through the community channels.

• Monitor and report on customer sentiment, portal usage, and content effectiveness.

• Partner with Support & Product to close feedback loops and improve content quality.
• Define and track metrics such as portal engagement, deflection rate, content helpfulness, and CSAT.

• Provide regular insights to leadership on community health and customer experience trends

Requirements
What you will need to be successful in this role:

• Experience of content strategy & knowledge management.
• Experience building & moderating online communities
• Able to encourage participation & foster trust within the support community
• Able to translate feedback into actionable improvements
• Able to define, track and present metrics to underpin data-driven decisions
• Experience using analytics to improve content & community health
• Able to align content and community goals with broader business objectives
• Ensures content accuracy, consistency, and compliance
• Able to deliver high quality output in a fast-paced environment
• Strong understanding of customer experience principles and support workflows
• Passion for customer advocacy and continuous improvement
• Excellent communication and writing skills
• Data-driven mindset with experience in reporting and analytic

Benefits
Why you'll love working with us
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
We're all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - Flexible work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it.

Skills Required