XTN-0489974 | ZOOM: COMMUNITY MODERATOR

The Purpose Driven Career Objectives of a Community Moderator

Zoom is an award-winning workplace. We have been recognized by Comparably as having the #1 CEO, Best Company for Diversity, Best Company for Women, Best Company Culture, Best Company Perks & Benefits, Best Company Work-Life Balance, and more! Not to mention we’ve been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in Wealthfront and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and most importantly: our happy Zoom customers.

We’re looking for a Community Moderator to join the Zoom Community team. This individual will help support a vibrant and successful customer support community, bringing our customers together to collaborate, learn, and problem solve. The ideal candidate is someone who will moderate the Zoom Community space to delight our customers and partners globally. The successful candidate will be responsible for monitoring community activity, ensuring no question goes unresponded to, and verifying that guidelines are being followed. Previous community experience and customer support is required to leverage techniques to help with community moderation, growth, and scale. This individual works well in a fast-paced and energetic environment.The ultimate goal of our community moderator team is to foster a happy support experience to our Zoom Community members.

To apply for a Community Moderator, you are excellent at:

• Assist with customer support inquiries in the Zoom Community 
• Deliver timely and accurate responses to Zoom customer support inquiries, both technical and non-technical
• Cultivate conversations between forum participants to help drive first contact resolution
• Awareness of customer issues posted via Facebook, Twitter, LinkedIn, Instagram and other social channels or review websites
• Maintain relationships with various organizations including customer care, product development, sales, billing, training, etc.
• Help to create and validate processes for responding to customer inquiries 
• Assist in nurturing a customer champion network focused on delivering customer support, collaboration, and mentoring of fellow Zoom customers
• Support community adoption through creative marketing, gamification, and other adoption initiatives

Your Success Profile includes:

• Minimum of 2 years of experience in a related role 
• Previous experience with social media and community management tools such as Khoros Care or other related technology platforms a plus
• Experience with customer support management tools such as Zendesk, Salesforce, ServiceNow desirable
• Prior experience with Zoom or other industry-leading customer video collaboration platforms a plus
• Experience in customer-facing role supporting customer inquiries, technical environment preferred 
• Previous experience with community platforms such as Khoros/Lithium, Jive Software, Salesforce Communities or other related community platforms a plus
• Fluent in English, multiple languages helpful
• Strong written communication skills
• Ability to quickly adapt to a rapidly changing technology landscape
• Organizational and time management skills
• Must work well individually and in a team environment
• Bachelor’s degree or equivalent experience

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!