Community Operations Sr. Analyst

About the Role

Great communities aren't an accident. They're built by people, and sustained by the operations that let those people focus on what they do best. Every case closed quickly, every group leader who feels supported from their first day, every report that turns data into a clear decision — that's the work behind the connection.

Done well, it's what lets thousands of community leaders and members feel seen, supported, and part of something real.

The Trailblazer Community connects thousands of customers, partners, and developers who learn, connect, and grow together across the Salesforce ecosystem. Our global Trailblazer Community Groups program brings that connection to life through in-person and virtual events led by passionate customers around the world.

We’re looking for a Community Operations Analyst to support the volunteer leaders who bring the Trailblazer Community Groups program to life. By answering questions, resolving issues, and making program logistics easier to navigate, you’ll help leaders focus on connecting with members and creating welcoming spaces where people can learn, share knowledge, and build meaningful relationships.

You’ll work closely with fellow Operations Analysts and Community Managers, collaborating with Events, Marketing, Product, and other teams to deliver a consistent, responsive community experience. You’ll also contribute to operations across the broader Trailblazer Community Programs team, including the Salesforce MVP Program and Trailblazer Community in Slack.

What You'll Do

• Monitor and triage incoming cases, resolve questions promptly, and coordinate escalations with the appropriate teams. Keep customers informed and follow issues through to resolution.
• Support group leaders through every stage of their journey in the program — onboarding, offboarding, and everyday support through Slack
• Help leaders navigate event tools, program processes, and logistical questions so they can focus on delivering great experiences for their members.
• Serve as the first line of defense for questions and queries coming in from the Trailblazer Community
• Improve how we work by helping identify recurring support issues, gaps, and opportunities to simplify workflows and strengthen the leader experience.
• Create and maintain documentation that supports community initiatives and takes the guesswork out of finding answers — for leaders and the team alike
• Identify trends, maintain accurate records and help prepare reports that help the team understand performance and prioritize improvements.

Who You Are

• 3+ years of experience in B2B community operations, customer support or customer success, with a track record of helping support user group, ambassador, or advocacy communities
• An operational thinker who proactively improves processes and enjoys creating thoughtful program experiences
• Strong organizational skills and attention to detail, with the ability to prioritize incoming requests and manage multiple tasks in a remote environment
• A self-starter who builds strong working relationships, takes initiative, and uses sound judgment about when to act independently, collaborate, or escalate an issue
• Flexible and adaptable, with the ability to adjust priorities as community needs evolve while keeping commitments and communicating changes
• Strong communication skills, both written and verbal English (any other language is a bonus! )
• A data driven mindset, with experience using spreadsheets or reporting tools to track KPIs, identify trends, and communicate findings
• A customer-focused approach, with the empathy and patience to understand people's needs and help them navigate challenges
• A collaborative teammate who shares knowledge, communicates openly, and works across teams to solve problems and support shared goals
• Curious and eager to learn, with a genuine interest in how people connect and participate in communities

Preferred Qualifications

• Familiarity with community and event platforms such as Bevy, and experience supporting communities in Slack
• Familiarity with Salesforce, particularly case management or reporting a plus
• Experience using AI tools to improve support, documentation, reporting, or operational workflows
• Proficiency in additional languages

Working Across a Global Community

This role supports leaders and programs across APAC, EMEA, and AMER. Occasional early morning or evening meetings may be needed to accommodate different time zones, along with occasional travel for events and team offsites.

NOTE

By applying to the Community Operations Sr Analyst posting recruiters and hiring managers across the organization hiring these roles will review your resume. Our goal is for you to apply once and have your resume reviewed by multiple hiring teams.

BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!
• World-class enablement and on-demand training with Trailhead.com
• Exposure to executive thought leaders and regular 1:1 coaching with leadership
• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community
• For more details, visit https://www.salesforcebenefits.com/

In school, or graduated within the past 12 months? Please visit FutureForce for opportunities.