I am unclear if this is remote or not. It says remote on the LinkedIn ad but does not state it in the company site ad. I say worth applying to see what they say.
Looking for an entrepreneurial Community Moderator to build and organize a customer community for ExtraHop. We are looking for someone who enjoys working to support businesses, and wants to own and drive the community experience for our ExtraHop customers. You will monitor our community of users demonstrating bias for action, ownership, passion for the customer, and analyzing risk by using good judgment are all critical requirements for this role.
Responsibilities
- Implement the online community moderation strategy, coordinating with stakeholders across ExtraHop to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools
- Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required
- Manage the banned user process, and track and remove previously banned users
- Maintain the Moderation Guidelines and ensure they are up to date
- Service Community Admin accounts, processing emails and complaints, escalating when necessary
- Produce reports on relevant moderation statistics, issues and outcomes
- Monitor effective benchmarks for measuring moderation and UGC volume, and analyze, review, and report on effectiveness of moderation policy
- Regularly feed back insights gained from community moderation into the Community team
- Monitor all industry and company information and news to anticipate potential issues
- Actively track customer pain points to identify possible solutions.