Role Description We are seeking a Community Research Specialist to join our team. This role is dedicated to bridging the gap between community sentiment and product development. You will be the primary person responsible for formalizing how we analyze user feedback, investigate community needs, and translate those insights into actionable recommendations for our teams. This role informs decision-making through structured community research and insights, but does not directly own product prioritization, roadmap decisions, or frontline community support operations. Your work will directly support our 2026 North Star goals, specifically in creating a formal feedback framework and identifying growth opportunities across our 250,000+ wikis. You’ll partner directly with Product, Community Operations, Data Science and Analytics to shape the community strategy through robust, repeatable research. You should have a "data-first" mindset, a passion for fan culture, and the ability to turn qualitative conversations into quantitative trends. Qualifications - 3+ years of experience understanding fan bases and online communities. - Proven ability to design and analyze surveys and lead qualitative research discussions or focus groups. - Strong understanding of online community dynamics, social platforms, and the nuances of fandom culture. - Excellent written communication skills, with the ability to "tell a story" through data for non-technical audiences. - Hands-on experience managing feedback loops, prioritizing requests, and coordinating with teams. - Ability to work independently, managing multiple research threads with high flexibility. - Experience with data visualization and analytical tools. - Experience with SQL or basic data querying. - Genuine passion for Fandom, gaming, or pop culture. Requirements - Conduct qualitative and quantitative research to identify user behaviors, motivations, and unmet needs. - Organize and facilitate community discussions, focus groups, and roundtables to gather deep feedback on specific product themes or platform updates. - Design, deploy, and analyze targeted user surveys to validate hypotheses and measure sentiment on specific initiatives. - Analyze recurring themes in community discussions to categorize "voice of the customer" trends. - Map end-to-end user journeys to identify friction points and opportunities for better platform engagement and support. - Manage the Community Zendesk feedback queue, ensuring that user ideas, concerns, and feedback are acknowledged, categorized, and synthesized. - Help segment our user base (from core contributors to casual visitors) to provide tailored insights for different platform experiences. - Collaborate with the Community Managers and others to identify "high-potential" communities for growth and retention. - Act as the bridge for insight visibility; ensure feedback and feature requests are clearly captured and communicated through Zendesk and JIRA. - Work closely with Product and Community teams to provide data-backed solutions for detected community pain points. - Contribute to the creation of a unified community database that tracks previous decisions, tools, power users, and user feedback. - Suggest and help implement AI-powered or automated tools to streamline community reporting and sentiment tracking. Benefits - Laptop and all the gear you need for work. - Free access to a multitude of popular online courses and books sponsored by our company. - Training (unlimited Udemy + more). - Company stock options. - Company swag packages. - Private Medical and Dental Insurance. - Life insurance, critical illness insurance, and income protection insurance. - Company pension 5% ER, 5% EE. - VTO (Voluntary Time Off) - a day off every quarter for volunteering non-profit. - Frequent team bonding events. - Flexible work hours & time-off. - Employee Interest and Hobby Groups supported by our company. - Open, energetic and fan-focused, international work environment.

• Assist in organizing and executing virtual and in-person employee engagement and volunteer opportunities and activities • Help plan for Twilio’s annual Global Impact Week event, assisting with the coordination of 50+ volunteer events globally. • Draft communications for internal newsletters, intranet posts, and impact reports that highlight Twilio’s social impact initiatives and drive engagement. • Conduct literature reviews and background research on education, healthcare, and crisis readiness to inform our public sector engagement plans. • Help identify high-impact opportunities and nonprofits where digital communications technologies can meaningfully advance community outcomes. • Develop reports and presentations as needed. Identify ways to make our internal systems more organized, efficient, and our social impact programs more user-friendly. • Monitor both the public sector tech landscape and the crisis readiness landscape to identify emerging trends and relevant conferences and learning opportunities for the team.

• Community management across all our social media channels (Instagram, TikTok, Facebook; podcast; WhatsApp) – responding to comments and community inquiries with sensitivity and professional understanding • Content production for the communities, e.g., creating appropriate content such as text, images, or videos for the communities you manage • Active community engagement • Monitor all social channels for content we should respond to in order to actively and organically increase the reach of our mission and products • Identify community needs, sentiments, and frequent questions, and share community insights with the relevant teams • Support the development of community formats, campaigns, and guidelines • Evaluate our community channels

• Be an everyday presence in our Discord server, engaging authentically with our players across channels, topics, and live sports moments. • Serve as a trusted point of contact, responding quickly and helpfully to player questions and needs. • Create and execute community-first campaigns including giveaways, AMAs, live chats, and themed events in partnership with internal and external teams. • Monitor sentiment, player behavior, and emerging trends, and share insights regularly to improve products, features, and the overall experience. • Champion the community’s voice across the company while upholding our brand tone and standards. • Support coverage during sports-heavy periods — evenings, weekends, and big game days (on rotation).