Community Moderator
New Relic
Community Moderator
Job Description
About This Role
As a Community Forum Moderator at New Relic in Dublin, Ireland, you will manage the Support Center forum by moderating posts, providing technical help, and enhancing self-service resources. You will foster user engagement, escalate issues, and contribute to strategic initiatives to improve customer experience. This role combines community management with technical support in an observability platform environment.
What You'll Do
- Moderate forum posts by enforcing community guidelines and facilitating productive discussions
- Answer customer questions on common product areas like Alerts and Dashboards
- Transform recurring customer issues into official documentation and reusable knowledge base content
- Collaborate with Forum Program Manager on strategic initiatives and cross-functional projects
- Identify and escalate tooling issues or process improvements to relevant teams
- Foster customer engagement by connecting users with peers and experts via content calendars
- Review and refine automated knowledge articles for accuracy and relevance
What We're Looking For
- Demonstrated experience in a customer-facing role, preferably in technical support or community management
- Proven ability to troubleshoot and resolve technical issues for SaaS products
- Working knowledge of core web technologies and/or programming languages (e.g., Python, Java, JavaScript, Ruby)
- Demonstrated experience with community platforms (e.g., Salesforce, Discourse)
- Exceptional written and verbal communication skills
- Strong problem-solving and critical-thinking abilities
Bonus Points If You Have
- Experience with the New Relic platform and/or other observability tools
- Experience with project management or marketing tasks
- Fluent in engagement metrics and community health reporting
Key Skills
Locations
- Dublin, Ireland, United States
Salary
Estimated Salary Rangemedium confidence
45,000 - 65,000 EUR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Forum moderationintermediate
- Technical troubleshooting for SaaS productsintermediate
- Knowledge of web technologies and programming languagesintermediate
- Community platform experienceintermediate
- Written and verbal communicationintermediate
- Problem-solvingintermediate
- Critical thinkingintermediate
- Time management and prioritizationintermediate
- Community buildingintermediate
- Customer engagementintermediate
Required Qualifications
- Demonstrated experience in a customer-facing role, preferably in technical support or community management (experience)
- Proven ability to troubleshoot and resolve technical issues for SaaS products (experience)
- Working knowledge of core web technologies and/or programming languages (e.g., Python, Java, JavaScript, Ruby) (experience)
- Demonstrated experience with community platforms (e.g., Salesforce, Discourse) (experience)
- Exceptional written and verbal communication skills (experience)
- Strong problem-solving and critical-thinking abilities (experience)
Preferred Qualifications
- Experience with the New Relic platform and/or other observability tools (experience)
- Experience with project management or marketing tasks (experience)
- Fluent in engagement metrics and community health reporting (experience)
Responsibilities
- Moderate forum posts by enforcing community guidelines and facilitating productive discussions
- Answer customer questions on common product areas like Alerts and Dashboards
- Transform recurring customer issues into official documentation and reusable knowledge base content
- Collaborate with Forum Program Manager on strategic initiatives and cross-functional projects
- Identify and escalate tooling issues or process improvements to relevant teams
- Foster customer engagement by connecting users with peers and experts via content calendars
- Review and refine automated knowledge articles for accuracy and relevance
Tags & Categories
Community Moderator
New Relic
Community Moderator
Job Description
About This Role
As a Community Forum Moderator at New Relic in Dublin, Ireland, you will manage the Support Center forum by moderating posts, providing technical help, and enhancing self-service resources. You will foster user engagement, escalate issues, and contribute to strategic initiatives to improve customer experience. This role combines community management with technical support in an observability platform environment.
What You'll Do
- Moderate forum posts by enforcing community guidelines and facilitating productive discussions
- Answer customer questions on common product areas like Alerts and Dashboards
- Transform recurring customer issues into official documentation and reusable knowledge base content
- Collaborate with Forum Program Manager on strategic initiatives and cross-functional projects
- Identify and escalate tooling issues or process improvements to relevant teams
- Foster customer engagement by connecting users with peers and experts via content calendars
- Review and refine automated knowledge articles for accuracy and relevance
What We're Looking For
- Demonstrated experience in a customer-facing role, preferably in technical support or community management
- Proven ability to troubleshoot and resolve technical issues for SaaS products
- Working knowledge of core web technologies and/or programming languages (e.g., Python, Java, JavaScript, Ruby)
- Demonstrated experience with community platforms (e.g., Salesforce, Discourse)
- Exceptional written and verbal communication skills
- Strong problem-solving and critical-thinking abilities
Bonus Points If You Have
- Experience with the New Relic platform and/or other observability tools
- Experience with project management or marketing tasks
- Fluent in engagement metrics and community health reporting
Key Skills
Locations
- Dublin, Ireland, United States
Salary
Estimated Salary Rangemedium confidence
45,000 - 65,000 EUR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Forum moderationintermediate
- Technical troubleshooting for SaaS productsintermediate
- Knowledge of web technologies and programming languagesintermediate
- Community platform experienceintermediate
- Written and verbal communicationintermediate
- Problem-solvingintermediate
- Critical thinkingintermediate
- Time management and prioritizationintermediate
- Community buildingintermediate
- Customer engagementintermediate
Required Qualifications
- Demonstrated experience in a customer-facing role, preferably in technical support or community management (experience)
- Proven ability to troubleshoot and resolve technical issues for SaaS products (experience)
- Working knowledge of core web technologies and/or programming languages (e.g., Python, Java, JavaScript, Ruby) (experience)
- Demonstrated experience with community platforms (e.g., Salesforce, Discourse) (experience)
- Exceptional written and verbal communication skills (experience)
- Strong problem-solving and critical-thinking abilities (experience)
Preferred Qualifications
- Experience with the New Relic platform and/or other observability tools (experience)
- Experience with project management or marketing tasks (experience)
- Fluent in engagement metrics and community health reporting (experience)
Responsibilities
- Moderate forum posts by enforcing community guidelines and facilitating productive discussions
- Answer customer questions on common product areas like Alerts and Dashboards
- Transform recurring customer issues into official documentation and reusable knowledge base content
- Collaborate with Forum Program Manager on strategic initiatives and cross-functional projects
- Identify and escalate tooling issues or process improvements to relevant teams
- Foster customer engagement by connecting users with peers and experts via content calendars
- Review and refine automated knowledge articles for accuracy and relevance
Tags & Categories