Zoom is an award-winning workplace. We have been recognized by Comparably and Glassdoor as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.
We are searching for a self-motivated and dynamic individual to join our team as a Social Media Manager - Customer Support. In this role, you will play a pivotal role in delivering outstanding support to our global customer base through our primary social media channels. We're looking for an ideal candidate who is collaborative, highly sociable, a natural problem-solver, and eager to learn. This entry-level position will collaborate closely with the Zoom Social Media and Community team to ensure rapid and effective responses to customer support conversations across various social media platforms. Our ultimate goal is to provide the best possible experience to our customers, regardless of how they choose to interact with us.
About the Role:
We’re looking for a Community Moderator to join the Zoom Community and Web Experience team. In this role, you’ll support a vibrant customer support community, helping Zoom customers collaborate, learn, and problem-solve. You’ll moderate community conversations to ensure every question is answered, guidelines are followed, and our members have a positive, engaging experience.
The ideal candidate thrives in a fast-paced, energetic environment, has prior community moderation and customer support experience, and is passionate about fostering happy, engaged community members.
At Zoom, our community is at the heart of everything we do. As a Community Moderator, you’ll help create an engaging, supportive environment where customers feel heard, supported, and empowered. Your work will directly contribute to the success of our customers and the growth of our vibrant Zoom Community.
- Work from the comfort of your own home
- Comprehensive healthcare benefit for you and your dependents
- Mental wellbeing programs for you and your dependents
- Competitive time off and vacation policy
- Thriving workplace culture centered on caring, diversity, and inclusion
- Respond promptly and accurately to customer support inquiries in the Zoom Community, both technical and non-technical.
- Monitor community activity, ensure questions are answered, and uphold community guidelines.
- Facilitate conversations between members to drive collaboration and first-contact resolution.
- Assist in creating and refining moderator processes for responding to inquiries.
- Support and nurture a network of community champions focused on helping, mentoring, and collaborating with fellow Zoom users.
- Collaborate with cross-functional teams including Customer Support, Social Media, Billing, Product Management, and Engineering.
- Promote community adoption through creative marketing, gamification, and engagement initiatives.
- Stay aware of trending customer issues on social media channels (LinkedIn, X, Facebook, Instagram, Reddit) to inform community support.
- A minimum of 2 years experience in a customer-facing role; technical support or customer community experience is preferred.
- Previous experience with community platforms (Gainsight, Khoros, Salesforce Communities, or similar) is required.
- Familiarity with social media/community management tools (Khoros Care, Hootsuite, etc.) is a plus.
- Experience with customer support management tools (ServiceNow, Zendesk, Salesforce, etc.) is desirable.
- Prior experience with Zoom or other video/communications platforms is a plus.
- Fluent in English with strong written communication skills.
- Ability to quickly adapt to a fast-changing technology landscape.
- Strong organizational and time management skills.
- Ability to work independently and collaboratively within a team environment.
- Must be available to work the assigned night shift / US working hours.
