information technology (IT) analyst

Job Title: Community & Customer Feedback Operations Specialist Job Location:*100% Remote, Canada Job Type: T4 ContractExperience: 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 professional 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 ex