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
