Senior Community Moderator at New Relic
Atlanta, GA, US

The Community Moderator implements New Relic’s Community Moderation Strategy - monitoring, moderating and maintaining user-generated content -- to ensure all who enter feel welcome and receive the most helpful and current information about New Relic products and services. The Moderator coordinates with Technical Support, Engineering, Product, and Community teams, ensuring a useful, safe and legal environment. This is an exciting opportunity to deliver excellent customer service and cultivate a strong community around the New Relic brand!

What You’ll Do

Ensure a positive experience for all customers. The moderator works with the Global Technical Support team, our community of customers, and the rest of the company to review and moderate content so that customers get the assistance they need to succeed. This includes providing direct technical assistance when possible.

Help build and implement experiences for our customers to increase their community engagement and drive business critical actions. This includes executing moderation and campaign plans, working with Relics to develop original content, and more.

Drive improvements within the community team. Participate in strategy planning sessions, coordinate the quality and consistency of our internal documentation, find opportunities to improve our tools, and look for opportunities to change the way we do things for the better.

Represent the Explorers Hub with Relics on other teams. Be the voice of the customer (both internal and external), reducing friction for them both.

Drive professional development, seek feedback from others, and continually build organizational, support process, and New Relic product knowledge.

Your Qualifications

Must-have:

Demonstrable experience moderating a technical community

Strong content management and web-based skills, technical writing experience a plus

Organizational and multitasking skills and a preference to be proactive

Operational-level knowledge of online community tools (Forums - we use Discourse, Blogs, Photo Uploads, Commenting etc.)

Superb communication skills, and the ability to adjust based on the audience

Consistent track record of demonstrating customer service principles

Nice-to-have:

Familiar with web technologies: Web Servers (Windows and Linux), network and systems troubleshooting tools, web development platforms, SaaS, etc.

Thoroughly familiar with developer culture, familiarity with application performance monitoring and software analytics is a plus

Project management experience and/or experience with project management software tools such as Trello and/or Jira

Please note that visa sponsorship is not available for this position.

About Us

New Relic (NYSE: NEWR) is the industry’s largest and most comprehensive cloud-based instrumentation platform built to create more perfect software. The world’s best software and DevOps teams rely on New Relic to move faster, make better decisions and create best-in-class digital experiences. If you run software, you need to run New Relic. We’re proudly trusted by more than 50% of the Fortune 100.

Founded in 2008, we’re a global company focused on building a culture where all employees feel a deep sense of belonging, where every ‘Relic’ can bring their whole self to work and feel supported and empowered to thrive. We’re consistently recognized as a distinguished employer and are committed to building world-class products and an award winning culture. For more information, visit newrelic.com.

Our Hiring Process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance. https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here: https://newrelic.com/termsandconditions/applicant-privacy-policy