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 skilled 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 excellent communication and stakeholder management skills.
- Hands-on experience using CRM platforms to manage customer interactions and engagement activities.
- Experience leveraging AI tools to synthesize qualitative feedback, identify trends, and generate actionable insights.
- Excellent written and verbal communication skills.
- Proven ability to facilitate meetings, develop agendas, and coordinate follow-up activities.
- Strong project management and organizational skills with the ability to manage multiple concurrent priorities.
- Experience analyzing qualitative customer feedback and identifying recurring themes and opportunities.
- Ability to work independently while collaborating effectively across Product Management, User Experience, Research, and Operations teams.
- Strong analytical, problem-solving, and critical-thinking capabilities.
- Exceptional attention to detail.

Nice-to-Have Skills

- Experience managing customer advisory boards, customer councils, beta programs, user communities, or customer eng

📌 Community & Customer Feedback Operations Specialist (Toronto)
🏢 NEARSOURCE TECHNOLOGIES
📍 Toronto