App Store & Engagement Specialist
- Trigent
- 2 - 7 years
- Noida, Gurugram
- 4 days ago
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Job Description
JOB DESCRIPTION - APP STORE & ENGAGEMENT SPECIALIST
Customer Engagement
- Deliver high-quality, empathetic, and accurate responses to customers on App Store platforms.
- Own endtoend review resolution workflows: triage, root cause synthesis, response drafting, and follow-through with stakeholders.
- Serve as a visible, credible voice of the brandmaintaining consistency with tone, guidelines, and quality standards.
Quality, SLAs & Governance
- Meet and exceed targets for response time, review coverage, quality score, adherence to brand guidelines, and escalation SLAs.
- Maintain audit-ready documentation and uphold high standards of integrity, privacy, and compliance.
Cross-Functional Collaboration
- Partner closely with Product, Engineering, Community, and Customer Support teams to resolve complex issues and improve product experiences.
- Translate user feedback signals into clear, prioritized problem statements, product insights, to be shared with stakeholders.
Insights & Analytics
- Analyze review trends (volume, sentiment, themes, severity), using native and external dashboards, and synthesize insights into actionable recommendations for Product & Engineering.
- Monitor emerging issues, quantify impact, and communicate succinct narratives (what, so what, now what).
- Track and report on before/after impact of product changes on ratings, sentiment, and top issues.
Gen AI & Operational Excellence
- Adopt and operationalize Gen AI tools (e.g., Copilot) to optimize workflow, drafting responses, summarizing threads, tagging themes, and generating digests.
- Build prompt libraries, macros, templates, and lightweight automations to scale efficiency without sacrificing quality.
- Experimentation
Experience:
- 2-4 years experience in community engagement, technical support, or customer support
- Advanced level troubleshooting skills
- Excellent verbal and written communication skills in English
- Beginner level expertise with data analytics, spreadsheets, and presentation software
- Ability to collaborate with multiple teams and stakeholders when resolving user queries
- Demonstrated knowledge of social media, community, or app store engagement
- Experience using apps and services, or similar apps within a creative field
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: ContractContact Details:
Company: Trigent SoftwareLocation(s): Noida, Gurugram+ View Contact
Keyskills: Engagement Management Data Analysis Social Media Management Online Reputation Management Community Management App Store Optimization Google Analytics Aso Reputation Management Social Listening
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