Community Support Specialist

Job Description

GitHub is looking for a Community Support Specialist to join the Community Support Team within our Customer Success Organization. The Community Support Team is focused on growing the GitHub Community Forum user base through valuable content and proactive support, meeting our users where they are through social support, and providing support to our Atom, Desktop, and larger Open Source communities. The Community Support Team takes an active role in listening to the needs of our users and providing them with the learning and development opportunities for them to continue to grow with GitHub.

The Community Support Specialist will work alongside the Community Forum Managers with the primary responsibility of moderating the Community Forum and social support channels, while also aiding in the support of Atom and Desktop users. This role will handle additional support-focused tasks, as time permits, including helping Community Managers with other team projects such as documentation, training, trend tracking and reporting, and cross-organization collaboration with other teams.

The Community Support Specialist will report to the Community Support Manager and will work closely with our Community Managers, global support, documentation, other cross-organizational teams, as well as the rest of the Customer Success and Sales organizations. The Community Forum Support Specialist will manage, maintain, and moderate conversations to help create the best user experience possible.

The GitHub Community Forum is a place for users to collaborate, learn, and network with both their peers from the community, as well as GitHub. The Community Support Specialist will be responsible for upholding GitHub’s values within the community, including ensuring participants’ safety, inclusion, and consideration in the forum environment.

You must have:

Moderation Experience

• Experience moderating an online community making sure all members adhere to the Code of Conduct and other community guidelines, banning users as needed, and ensuring that the moderation policies are up to date
• Experience with moderating communities in social networking sites including Facebook, Twitter, and other social media outlets

Technical Support Experience

• Experience with Git and GitHub
• Experience supporting users at varying skill levels through a number of support channels (chat, CRM systems, blogs, Twitter, etc.)
• Excellent problem solving skills and the ability to pick up new tools quickly – you might not know all the answers but you know how to find and communicate the solution
• A strong sense of empathy – you are attuned to hear the question behind a question

General Professional Experience

• A positive and enthusiastic attitude and ability to work effectively in a fast-paced, team environment
• Strong written and verbal communication skills
• Self-motivated and proactive
• Eager to ask for help as needed - while much of our work is independent, we all need help from time to time and it's important to be able to ask for it.

Please note: As this is a support position, occasional flexibility in working schedule may be required, possibly including some nights and weekends.

Bonus points if you have:

• Experience with Atom and GitHub Desktop
• Experience working directly with engineering teams, creating workflows, and building and integrating systems
• History of success in a remote work environment
• Knowledge of developer culture - you know how developers think and what they talk and care about
• Experience creating documentation (extra bonus points for moderation documentation)
• Experience managing projects
• Experience monitoring and building effectiveness of moderation

Who We Are:

GitHub is the developer company. Over 36 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

What We Value:

Collaboration: We believe the best work is done together.
Empathy: We believe in putting people first.
Quality: We believe in setting the standard for excellence.
Positive Impact: We believe in making the world a better place through our work.
Shipping: We believe in creating things for the people using them.

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe. Here is a complete list of where we can hire!

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

Where We Can Hire

Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Talent Partner.

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