Community Support Moderator | Forums

Title: Support Moderator | Community Forums

Location: : REMOTE

Duration: 24+ Months

Position Purpose:

Duties:

Own moderation and monitoring on the community across the whole experience

Day to day management and monitoring to identify trends, issues and opportunities.

Actively reply to customers to assist with their support request on the Online Forum

Share feedback on reoccurring issues with appropriate teams

Manage escalations from frontline moderators

Monitor community responses for quality assurance

Select the Community threads that will be sent to all Client engineers and product managers, in order to bring the voice of the customer to product decision makers.

Support large product launches on the Community

Skills:

1 year experience in Customer Experience, Frontline support or Operations, Community Management, or passion for communities/user forums, technology or customer support

Excellent written and verbal communicator

Self-starter who loves identifying issues and finding creative ways to resolve them

Deeply passionate about customer experience and making life simpler with technology

Strong team player with great collaboration skills

Curiosity for understanding complex challenges and support issues, and an appetite to help users

Strong emotional intelligence to manage external communications and company messaging in a public facing environment

Creative, proactive and able to think out of the box to develop new ideas and new concepts on the community

Apply Job!