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Community Operations Specialist

Company: Nextdoor
Location: San Francisco
Posted on: May 15, 2022

Job Description:

Job Description#TeamNextdoorNextdoor is where you connect to the neighborhoods that matter to you so you can belong. Our purpose is to cultivate a kinder world where everyone has a neighborhood they can rely on.Neighbors around the world turn to Nextdoor daily to receive trusted information, give and get help, get things done, and build real-world connections with those nearby — neighbors, businesses, and public services. Today, neighbors rely on Nextdoor in more than 275,000 neighborhoods across 11 countries.Meet your Future NeighborsThe Neighborhood Operations team is a collaborative team obsessed with operational excellence. We advocate for all of our neighbors in all aspects of decision making across the company. The Impact You'll MakeAs a Community Operations Specialist on the Neighborhood Operations team, you'll be responsible for the moderation experience we provide through our various community spaces, including the Neighborhood Teams Forums and the Meetup & Events groups. You'll partner closely with Nextdoor's Head of Community to ensure our community spaces meet our best-in-class standards. The Community Operations Specialist also coordinates across internal and external teams to help scale the enforcement of our guidelines and policies, identifies areas of improvement, assists in solving challenging problems, and responds to escalations.Your responsibilities will include:

  • Monitoring the questions and answers published in the Neighborhood Teams Forums and responding on behalf of Nextdoor (within SLA) to posts or comments that didn't receive an accurate answer by the community
  • Reporting bugs surfaced in the Forum (and other channels) to the appropriate Product Teams, advocate for their prioritization as appropriate, and close the loop with reporters to ensure they feel heard
  • Reviewing and resolving content reports submitted in the Neighborhood Teams Forums, and moderate forum membership in accordance with our Code of Conduct
  • Reviewing and resolving content reports submitted in the SF Bay Area Meetup & Events Group, the LA Area Meetup & Events Group, the NY Area Meetup & Events Group, and any future community spaces we may launch
  • Proactively engaging with community members in each space, contributing to the overall conversation, engaging with their feedback and concerns, and connecting neighbors with like-minded interests together to network
  • Accurately identifying and tracking trends in community member engagement, and advocate/ escalate to the proper teams through internal escalation channels
  • Reporting out on all moderation activities each week, as required by each community space
  • Partnering closely with our Head of Community, and other leaders on the Neighborhood Vitality pillar to improve our internal and external moderation tools
  • Responding to escalations from multiple channels, including our Leads forum, Senior Management, Social Media, and BPO teams
  • Assisting a team of support agents in rotating, on-call shifts
  • Assisting in crisis monitoring and reporting *Please note: the schedule for this position will include at least one weekend day. Holiday work will be required on a rotating shift basis. What You'll Bring To The Team
    • 4+ years relevant business experience, with at least 2+ years' experience actively engaging in online communities through forums, online groups, and other software tools in a moderation role
    • A commitment to inclusion and belonging, and a passion for cultivating space for all voices to be heard — especially those that have been historically marginalized
    • Excellent written communication skills with proven ability to hand-craft messages that align with Communications and Legal team guidelines
    • Excellent organization and time management skills
    • Strong interpersonal communication skills, a sense of urgency, and a team player
    • Demonstrated ability to dive deep to understand the customer, product, and business, and balance interactions as a result
    • Ability to work well in high pressure situations, and quickly analyze and implement creative solutions, activating partners and subject matter experts as needed
    • Experience handling escalations with discretion and careBonus Points
      • Experience with building communities on Nextdoor, particularly in the role of a neighborhood Lead or Reviewer
      • Previous exposure to social media in a business context
      • Training or experience in conflict resolution and mediation
      • A background in community management
      • Direct experience with Salesforce.com or other customer support software
      • A bachelor's degree, or equivalent
      • Experience with Vanilla forum software
      • Experience with Jira project management software
      • Familiarity with project management principles. Able to create and guide projects as an ownerAt Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our purpose to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.#LI-Remote

Keywords: Nextdoor, San Francisco , Community Operations Specialist, Other , San Francisco, California

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