About the Role & Project: We are seeking a highly motivated and detail-oriented Co-op to design, configure, and launch a new community forum for our notary network within Zendesk. This hands-on project is crucial for enhancing notary support, facilitating peer interaction, and gathering valuable feedback and directly contributing to our strategic goal of deepening community roots for optimal scale.
Key Responsibilities: Over your 5-week co-op term, you will be responsible for the end-to-end development and initial launch of our Zendesk-based notary community forum, including:Discovery & Planning:Deep dive into Zendesk Guide/Gather features, including forums, Q&A, and customization optionsResearch best practices by analyzing existing Zendesk communities and other successful online forumsCollaborate with Notary Success, Support, and Product teams to define clear community goals and objectivesPropose the initial community structure, categories, and discussion topics based on notary needsIdentify key project milestones and internal stakeholder review pointsFoundational Setup & Content Strategy:Configure the basic Zendesk Guide portal and enable all necessary community featuresCreate initial community categories and discussion topics within ZendeskDevelop a content seeding plan, including converting common FAQs from Support, Notary Onboarding, and Notary Success tickets, and drafting introductory discussion promptsDraft comprehensive community guidelines and ensure alignment with the Notary Code of ConductBegin outlining a robust moderation strategy, including roles and response protocolsCustomization & Integration:Apply Proof's branding and customize the community portal's layout for a seamless user experienceInvestigate and plan the integration of community discussions with Zendesk Support, including how forum posts can lead to support tickets and considering the new AI-Bot launch in mid-JulyDevelop strategies for linking community discussions to existing Knowledge Base articles and informing future KB updatesConfigure basic gamification elements (e.g., badges, "best answer" recognition) to encourage participationPilot Preparation & Communication Planning:Develop a clear user onboarding flow for notaries joining the forum, in partnership with the Sr. Manager of Notary OnboardingIdentify and select a small pilot group of notaries for a soft launchDraft comprehensive launch communications (email announcements, in-platform messages via monthly newsletter, LMS banners, Pendo messaging)Identify and provide initial training to designated community moderatorsConduct thorough internal testing of the forum's functionality and user experienceLaunch & Initial Monitoring:Deploy the community forum to the identified pilot group or the broader notary networkActively monitor initial discussions, user engagement levels, and immediate moderation needsAnalyze Zendesk's built-in community analytics to track performanceCollect qualitative feedback from pilot users to identify immediate areas for improvement What You'll Learn/Gain: Hands-on experience in community platform development and managementDeep understanding of Zendesk Guide/Gather capabilitiesSkills in content strategy, moderation, and user engagementExposure to cross-functional collaboration with Product, Support, and Notary Success teamsInsights into the notary industry and the community experience attributes of a gig-economy workforceOpportunity to directly impact the experience of thousands of notaries servicing signers through life’s most important moments Qualifications: Currently enrolled in a [e.g., Bachelor's or Master's] degree program in [e.g., Communications, Marketing, Information Systems, Business Administration, or a related field]Strong interest in online communities, user experience, and customer (notary) successExcellent written and verbal communication skillsAbility to work independently and collaboratively in a fast-paced environmentFamiliarity with Zendesk or other CRM/support platforms is a plusExperience with online forums or community platforms is a plusFamiliarity with the Notary industry is a plus Additional Information This job will be posted and accepting applications through August 29, 2025.
Compensation Duration: 5 Weeks (Full-time)
