Community & Customer Feedback Operations Specialist

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,