New Relic is looking for a Community Moderator to play a key role within our Digital Transformation team. You'll be dedicated to the New Relic Support Center, ensuring a positive and helpful environment, resolving customer issues, championing feedback, and fostering user engagement.
What You'll Do
- Act as a front-line resource by moderating posts, enforcing community guidelines, and facilitating productive discussions.
- Actively participate in the forum by answering customer questions, particularly in common product areas like Alerts and Dashboards.
- Foster engagement on specialized topics through the Forum Group capability.
- Transform common customer questions and recurring issues into official documentation and reusable content.
- Review and refine automated knowledge articles to ensure accuracy and a seamless self-service experience.
- Work alongside the Forum Program Manager on departmental strategic initiatives and experiments.
- Collaborate cross-functionally with other departments to achieve campaign goals.
- Use customer expertise to help define project requirements and provide Voice of Customer feedback.
- Champion the health and growth of the community by identifying tooling issues or process improvements.
- Raise tooling issues with the Forum Program Manager and the Enterprise Support Systems team, ensuring overall quality once fixes are released.
- Cultivate a vibrant user community by proactively connecting users with peers and internal experts through Content and Campaign Calendars.
- Encourage peer-to-peer problem-solving to increase self-service and elevate the customer experience.
What We're Looking For
- Demonstrated experience in a customer-facing role, preferably in technical support or community management.
- A proven ability to troubleshoot and resolve technical issues for SaaS products.
- Working knowledge of core web technologies and/or programming languages like Python, Java, JavaScript, or Ruby.
- Demonstrated experience with community platforms such as Salesforce or Discourse.
- Exceptional written and verbal communication skills.
- Strong problem-solving and critical-thinking abilities.
- A proven ability to work independently, manage your own time effectively, and prioritize competing demands.
- A passion for community building and a creative approach to fostering customer engagement.
Nice to Have
- Experience with the New Relic platform and/or other observability tools.
- Experience with project management or marketing tasks.
- Fluent in engagement metrics and community health reporting.
Technical Stack
- Salesforce
- Discourse
Team & Environment
You will join the Digital Transformation team within the Global Technical Support department, reporting to the Forum Program Manager.
Work Mode
This position is based on a hybrid work model and is located in Dublin, Ireland.
New Relic fosters a diverse, welcoming, and inclusive environment and celebrates our talented Relics’ different backgrounds and abilities. We evaluate candidates based on their qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
