About this role
Job Title: Community & Customer Feedback Operations Specialist Job Location: 100% Remote, Canada Job Type: T4 Contract Experience: 4+ Years Rate: CAD 55 - 62 per hour Role Summary: NearSource is seeking a Community & Customer Feedback Operations Specialist to support customer engagement, Voice of Customer initiatives, and community operations for a Fortune 500 enterprise software organization. This role combines community management, customer feedback operations, and cross-functional program coordination to ensure customer insights are captured, synthesized, and translated into actionable recommendations that influence product strategy and user experience. Key Responsibilities Community & Ideas Forum Management • Manage the Ideas Forum as a strategic Voice of Customer channel, ensuring timely review, response, and status updates for customer-submitted ideas. • Review, triage, and evaluate customer feedback to determine relevance, product scope, duplicate submissions, implementation status, and support-related inquiries. • Engage directly with customers to gather additional context, workflows, screenshots, and supporting information when required. • Maintain accurate idea statuses in accordance with established governance and operational guidelines. • Document rationale for status updates and provide references to relevant documentation, product announcements, or roadmap information. • Identify high-impact customer feedback and elevate strategic insights to Product Management and User Experience teams. • Coordinate with cross-functional stakeholders to route, merge, or reassign submissions where appropriate. • Drive continuous improvement of the Ideas Forum by maintaining high-quality, actionable customer feedback. Customer Council Program Management • Lead the operational management of the Customer Council program, fostering meaningful collaboration between enterprise customers and internal product teams. • Coordinate recurring Customer Council meetings, including planning, scheduling, agenda development, and stakeholder alignment. • Partner with Product Managers, User Experience teams, Experience Researchers, and cross-functional stakeholders to gather discussion topics, feature validations, and customer feedback requests. • Prepare and distribute meeting agendas, supporting documentation, and presentation materials. • Serve as the primary point of contact for Customer Council participants, building strong professional relationships and encouraging ongoing engagement. • Support customer recruitment, onboarding, and retention activities for the Customer Council program. • Facilitate customer discussions alongside internal stakeholders while capturing detailed meeting notes, customer insights, feature requests, and validation outcomes. • Synthesize qualitative customer feedback into actionable recommendations that support product planning and decision-making. • Track action items, customer requests, follow-up commitments, and program deliverables through completion. • Maintain comprehensive documentation, customer feedback repositories, meeting records, and reporting dashboards. • Develop recurring reports highlighting customer sentiment, emerging trends, product feedback, and strategic opportunities. Must-Have Skills • 4+ years of experience in community management, customer success, customer support, program management, product feedback management, market research, user research, or a related customer-facing role. • Demonstrated experience managing external customer relationships within a professional environment. • Strong customer success expertise with ex