Support Moderator, Community Forums (100% Remote)

Our Customer is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, their mission is to unleash the world’s creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, they have more than 12 offices around the world.

We are seeking a Support Moderator on a contract basis to help support our Customer's business needs. This role is 100% remote.


Responsibilities:

• 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 engineers and product managers, in order to bring the voice of the customer to product decision makers.
• Support large product launches on the Community

• 1 year of 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
• You show a real passion for and love the software

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

Please note: In order to to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. At the point of offer, contractors will be required to attest their vaccination status.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.