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,