Overview
GitHub is looking for a Community Support Specialist to join the Community Support team within our Customer Success Organization. The Community Support team is focused on growing the Community Forum user base as well as increasing the number of super fans and providing proactive support to our users. Another focus area of the Community Forum is to listen to the needs of our users and provide them with the learning and development opportunities for them to continue to grow with GitHub.
The Community Support Specialist will work alongside the Community Forum Managers with the primary responsibility of moderating the Community Forum. This role will also handle additional support-focused tasks, as time permits, including managing and responding to support requests via Twitter, helping the Community Managers with other team projects such as documentation, training, trend tracking and reporting, and cross-org collaboration with other support teams.
The Community Support Specialist will report to the Director of Community & Developer Support and will work closely with our Community Forum Managers, global support, documentation, other cross-organizational teams, as well as the rest of the Customer Success and Sales organizations. The Community Forum Support Specialist will manage, maintain and moderate conversations and help create the best user experience possible.
The GitHub Community Forum is a place for users to collaborate, learn, and network with both their peers from the community, as well as GitHub. The Community Forum Support Specialist will be responsible for upholding GitHub’s values within the community, including ensuring participants’ safety, inclusion, and consideration in the forum environment.
Qualifications:
- Experience moderating an online community making sure all members adhere to the Code of Conduct and other community guidelines, banning users as needed, and ensuring that the moderation policies are up to date
- Ability to service community admin accounts, process emails and complaints, escalate as appropriate
- Ability to synthesize insights from community feedback, discussion trends, and common problems and deliver them to the Product team
- Experience with moderating communities in social networking sites including Facebook, Twitter, and other social media outlets
- Experience building and monitoring effective benchmarks for measuring moderation, community engagement, and UGC (user generated content) volume to report on community success and effectiveness of moderation.
- Experience producing reports on relevant moderation statistics, tracking trends, and exposing issues and outcomes
- A positive and enthusiastic attitude and ability to work effectively in a fast-paced, team environment
- Strong written and verbal communication skills
- Good technical understanding and can pick up new tools quickly
- Self-motivated and proactive
- Proven project management skills and experience moving projects forward including the ability to plan for the ebbs and flows of a project
- Experience developing training resources, guidelines, and policies
- Basic knowledge of Git and GitHub
- Experience examining or redesigning policies, processes, and systems to streamline for efficiency
- Ability to monitor all industry and company information and news to anticipate potential issues
- Great knowledge of online legal issues
- Have a good knowledge of principles of customer service
- Availability to work days, evening, nights, as well as weekends as and when required
Preferred Qualifications:
- Experience supporting users at varying skill levels through a number of support channels (chat, CRM systems, blogs, Twitter, etc.)
- Experience working directly with engineering teams, creating workflows, and building and integrating systems
- Knowledge of online marketing and marketing channels
- Experience working remotely
- Worked asynchronously with distributed teams
- Previous experience with GitHub and how developers use the tool
- Knowledge of the Company’s industry and targeted demographic’s culture, as well as internet culture
Who We Are:
GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over 27 million people use GitHub to build amazing things together across 79 million repositories. With the collaborative features of GitHub.com and GitHub Business, it has never been easier for individuals and teams to write faster, better code.
What We Value:
Collaboration: We believe the best work is done together.
Empathy: We believe in putting people first.
Quality: We believe in setting the standard for excellence.
Positive Impact: We believe in making the world a better place through our work.
Shipping: We believe in creating things for the people using them.
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We’ve designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe. Here is a complete list of where we can hire!
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We’ve designed our top-notch benefits program with these goals in mind. In a nutshell, we’ve built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!
Please note that benefits vary by country, if you have any questions, please don’t hesitate to ask your Talent Partner.