App Store & Engagement Specialist

What you will do:

Customer Engagement

1. Deliver high-quality, empathetic, and accurate responses to Adobe customers on App Store platforms.
2. Own end‑to‑end review resolution workflows: triage, root cause synthesis, response drafting, and follow-through with stakeholders.
3. Serve as a visible, credible voice of the brand—maintaining consistency with tone, guidelines, and quality standards.

Quality, SLAs & Governance

1. Meet and exceed targets for response time, review coverage, quality score, adherence to brand guidelines, and escalation SLAs.
2. Maintain audit-ready documentation and uphold high standards of integrity, privacy, and compliance.

Cross-Functional Collaboration

1. Partner closely with Product, Engineering, Community, and Customer Support teams to resolve complex issues and improve product experiences.
2. Translate user feedback signals into clear, prioritized problem statements, product insights, to be shared with stakeholders.

Insights & Analytics

1. Analyze review trends (volume, sentiment, themes, severity), using native and external dashboards, and synthesize insights into actionable recommendations for Product & Engineering.
2. Monitor emerging issues, quantify impact, and communicate succinct narratives (what, so what, now what).
3. Track and report on before/after impact of product changes on ratings, sentiment, and top issues.

Gen AI & Operational Excellence

1. Adopt and operationalize Gen AI tools (e.g., Copilot) to optimize workflow, drafting responses, summarizing threads, tagging themes, and generating digests.
2. Build prompt libraries, macros, templates, and lightweight automations to scale efficiency without sacrificing quality.
3. Experimentation

Skills

Experience:

1. 2-4 years experience in community engagement, technical support, or customer support
2. Advanced level troubleshooting skills
3. Excellent verbal and written communication skills in English
4. Beginner level expertise with data analytics, spreadsheets, and presentation software
5. Ability to collaborate with multiple teams and stakeholders when resolving user queries
6. Demonstrated knowledge of social media, community, or app store engagement
7. Experience using Adobe apps and services, or similar apps within a creative field

Education

Qualification:

1. Bachelor's degree or certificate preferably in a creative or technical domain

On-Call