Digital Community Co-op
Notarize
Remote
Posted on Aug 7, 2025
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 options
- Research best practices by analyzing existing Zendesk communities and other successful online forums
- Collaborate with Notary Success, Support, and Product teams to define clear community goals and objectives
- Propose the initial community structure, categories, and discussion topics based on notary needs
- Identify key project milestones and internal stakeholder review points
- Foundational Setup & Content Strategy:
- Configure the basic Zendesk Guide portal and enable all necessary community features
- Create initial community categories and discussion topics within Zendesk
- Develop a content seeding plan, including converting common FAQs from Support, Notary Onboarding, and Notary Success tickets, and drafting introductory discussion prompts
- Draft comprehensive community guidelines and ensure alignment with the Notary Code of Conduct
- Begin outlining a robust moderation strategy, including roles and response protocols
- Customization & Integration:
- Apply Proof's branding and customize the community portal's layout for a seamless user experience
- Investigate 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-July
- Develop strategies for linking community discussions to existing Knowledge Base articles and informing future KB updates
- Configure basic gamification elements (e.g., badges, "best answer" recognition) to encourage participation
- Pilot Preparation & Communication Planning:
- Develop a clear user onboarding flow for notaries joining the forum, in partnership with the Sr. Manager of Notary Onboarding
- Identify and select a small pilot group of notaries for a soft launch
- Draft comprehensive launch communications (email announcements, in-platform messages via monthly newsletter, LMS banners, Pendo messaging)
- Identify and provide initial training to designated community moderators
- Conduct thorough internal testing of the forum's functionality and user experience
- Launch & Initial Monitoring:
- Deploy the community forum to the identified pilot group or the broader notary network
- Actively monitor initial discussions, user engagement levels, and immediate moderation needs
- Analyze Zendesk's built-in community analytics to track performance
- Collect qualitative feedback from pilot users to identify immediate areas for improvement
What You'll Learn/Gain:
- Hands-on experience in community platform development and management
- Deep understanding of Zendesk Guide/Gather capabilities
- Skills in content strategy, moderation, and user engagement
- Exposure to cross-functional collaboration with Product, Support, and Notary Success teams
- Insights into the notary industry and the community experience attributes of a gig-economy workforce
- Opportunity 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) success
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively in a fast-paced environment
- Familiarity with Zendesk or other CRM/support platforms is a plus
- Experience with online forums or community platforms is a plus
- Familiarity with the Notary industry is a plus
This job will be posted and accepting applications through August 15, 2025.