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Community Moderator

4 months ago

Dublin, Dublin City, Ireland Manpower Ireland Full time

Company Description
Dropbox supports hundreds of millions of creators and innovators around the world. Our mission is to unleash the world's creative energy by designing a more enlightened way of working. As we continue to build the best place to create, share, and work with others, there's a perfect spot for you to grow with us.

Team Description
With a user base of over 500 million, the Customer Experience (CX) team simplifies how our customers interact with Dropbox, creating experiences that both delight our customers and inspire their trust. We focus on understanding the customer journey, and on where we can simplify interactions and improve the Customer Experience within that journey.

The global CX Global Support team is responsible for delivering a world-class customer support experience across our fast-growing customer base. The Community team will meet the needs of customers through efficient, delightful, and scaleable solutions that help our users discover, learn, and ultimately maximize the value of Dropbox in their own enlightened way of working.

Role description
As a support based Community Moderator your role will be to help our vibrant Community on our user forum. You will be responsible for monitoring customer support experiences, launch readiness, supporting our Super Users, managing escalations, monitoring and reporting, as well as general presence on the community to convey the overall sentiment of our users to the rest of the team, and to engage with users and create a sense of community between them. You will work in collaboration with our community team, communications team and the wider customer experience team to serve our customers and defuse potential frictions on the Community.

The right candidate will be passionate about helping others, structured in their work and autonomous enough to be the voice of the company on the Community - but also opinionated and enthusiastic about turning our user forum into a vibrant community of Dropbox ambassadors, have an appetite for "translating" technical concepts into simple, easy-to-follow content, and would love to collaborate with the rest of the team.

Responsibilities

  • Own moderation and monitoring on the community across the whole experience.
    • Day to day management and monitoring to identify trends, issues and opportunities.
    • Share feedback on reoccurring issues with appropriate teams.
    • Manage escalations from frontline moderators.
    • Monitor community responses for quality assurance.
  • Advocate internally for our community members, track sentiment and identify issues that require attention (identifying process gaps, bugs, urgent requests, etc)
    • Support our community's Super Users.
  • Select the Community threads that will be sent to all Dropbox engineers and product managers, in order to bring the voice of the customer to product decision makers.
  • Support large product launches on the Community
    • Preparing macros and launch materials and refine approach to launches.
    • Update the community and closing the loop on new features, bug fixes and products.
    • Answer questions following voice & tone guidelines and communications messaging.
    • Monitor threads for bug fixes / new features / large product launches.
  • Collaborate with the rest of the team on ad hoc projects, programs or experiments.
  • Act as a community leader to support our members.


Requirements

  • 1 year experience in Community Management, Customer Experience, Frontline support or Operations, 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.
  • While no technical background is required, 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 Dropbox software.


Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

For more information about this role kindly contact Aminat Ibrahim on