Community Specialist

Community Specialist

The Community Specialist, reporting to our Social Communities Manager, is a key advocate for Viking’s brand across social media and digital platforms. This role involves active social listening, timely customer engagement, and identifying emerging trends to foster a strong online presence. By handling both inbound and outbound interactions, the specialist ensures Viking is represented with integrity and consistency, addressing customer concerns while driving positive sentiment and brand loyalty.

Working closely with our Social Communities Managers and cross-functional teams, the Community Specialist gathers and reports on insights from online interactions to shape digital strategy and enhance the guest experience. Success in this role requires maintaining a cohesive brand voice, balancing multiple priorities, and staying composed under pressure. The ideal candidate thrives in fast-paced environments, uses insights to inspire engagement opportunities, and brings a passion for building vibrant online communities.

This is a hybrid position based in our Woodland Hills, CA office. You will be required to adhere to our hybrid work policy, working from our office Monday, Wednesday and Thursday on a weekly basis.

Key Responsibilities:

• Monitor social media platforms, review sites, and forums for brand mentions, trends, and emerging issues.
• Triage direct messages, comments and emails to various customer support teams.
• Utilize social listening tools to analyze sentiment and gather actionable insights from the online community.
• Respond to comments, questions, and feedback across Viking’s social channels in a timely, brand-aligned manner.
• Foster brand loyalty and engagement by maintaining a positive, premium online presence.
• Partner with customer-facing teams to ensure online support reflects Viking’s standards and best practices.
• Compile regular reports for leadership highlighting online activity, customer feedback, and areas for improvement.
• Play an active role in crisis response, assisting managers with executive reporting and aligning with other teams on brand response.
• Support weekend coverage (schedule TBD), ensuring daily social monitoring, reporting, and engagement.
• Source User Generated Content from all social platforms, managing permissions, approvals and database upkeep.

Qualifications:

• 2+ years moderating and managing social communities for a national or international brand, with experience handling brand reputation and crisis response.
• Experience handling large-scale customer communications with consistency and care.
• Proficient in social media management tools like Khoros, Talkwalker, Hootsuite, Sprout Social, etc.
• Exceptional communication and copywriting skills with a sharp eye for grammar, accuracy, tone and clarity.
• Ability to shift priorities quickly and remain composed under pressure.
• Detail-oriented with proven ability to manage simultaneous projects and prioritize tasks under pressure.
• Background in customer relations or customer service
• Passionate about travel, global cultures, and lifelong learning
• Platform and database configuration experience
• Tech-minded/AI learning and implementation
• Business-to-consumer product experience

What We Offer You:

• Highly competitive compensation plan.
• Salary range $70,000-$85,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
• Employees are eligible for annual discretionary bonus.
• 401(k) plan with company match.
• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.