Job Description :
At Cloudera, we are focused on building a world-class Customer Support team that is always available for our customers, but rarely needed.
The Cloudera Community has grown into a vibrant, global community enabling members to more effectively harness the power of our products and achieve success with their machine learning and analytics implementations.
We are looking for a Community Moderator to join the Cloudera Community team who can monitor our online forums, ensure our guidelines are being followed, and ensure no question gets left behind.
The successful candidate will need experience with community platforms and leverage a variety of online and offline techniques to keep the community healthy and drive answers from brand employees as well as from community members.
You will be a self-motivated individual who thrives in a fast paced, rapidly changing environment without the need for close oversight and direction.
Some technical skills and customer service experience are required.
At Cloudera, our goal is to make each individual feel valued for his or her contributions to the company’s mission. We are looking for smart people who want to do remarkable things.
We strive to create an environment of casual intensity where people enjoy coming to work every day. Our senior management team meets regularly with the whole company to discuss strategy, successes and challenges.
The Community Moderator will report to the Community & Knowledge Business Owner.
Moderate the community to drive time to answer and time to solution
Know and enforce the community guidelines and terms of service
Moderate community posts to drive time to answer and time to solution rates
Read all new questions and take appropriate action (move topic, edit post, approve images, act on spam, assign tags or labels)
Respond to members’ community-related requests and suggestions
Edit existing posts to increase SEO
Identify customer service issues and respond or escalate as appropriate to the community manager or other key stakeholders for action
Establish the community as a trusted source for answers and peer to peer support
Maintain a positive, courteous and professional atmosphere in the community
Develop and nurture relationships with users and top contributors to encourage participation in the community
Provide positive reinforcement to members who provide helpful answers
Welcome new members and facilitate member connections to drive peer to peer answers
Ensure no question goes unanswered by engaging the appropriate internal (subject matter experts) or external groups (customers, community members) to request help
Assist in running promotions, updating community announcements or other community programs
Manage platform bugs and test fixes to ensure a seamless member experience
Log bugs or member support issues via internal Jira for developers or directly with the vendor case portal for timely resolution
Evaluate monthly / bi-montly vendor SaaS platform releases and make recommendations on upgrade impact and timing
Partner with community manager and technical product owner to prioritize bug fixes and test bug fixes prior to deployment
Update member help documentation to ensure a seamless member experience
Note : Some travel to the regional Support centers is expected. As we are a global team, this role may require collaborating with others outside of normal business hours.
In this position, you should have
A positive attitude towards giving and receiving feedback and continual improvement
Strong customer service skills and empathy for the community member experience
Exceptional creativity, high level of professionalism and exemplary problem-solving skills
1-3+ years experience in marketing, customer service, or related field
1-3+ years of community moderation, preferably in high tech, B2B communities with success in growing member answers as a percent of total answers.
Lithium / Khoros experience a plus
A strong grasp of the English language with excellent written and verbal communication skills
The ability to take initiative, support the team and be self-motivated to improve processes or tea
A love for data. You will assist with community reports, identify trends, and seek opportunities to improve community health
Experience with online communities, both by participating in them and preferably having some sort of experience guiding or moderating them.
The ability to influence technical resources to achieve common goals
Strong project management skills