Senior Community Manager, Community Support

Job Description

(United States, Canada, Mexico, Chile, Argentina, Brazil, UK, Ireland, Germany, Sweden, Norway, Poland, Spain, Austria, Slovenia, Czech Republic, Portugal, Netherlands, Switzerland)

We are targeting GMT +1 to GMT -8 in the countries identified with core overlapping hours of 10am-1pm Eastern Standard

At Stack Overflow

At Stack Overflow, our mission is to empower the world’s developers. Every day, millions of developers come to us to get answers to their programming questions and collaborate better with their teams. As the world continues to transform with technology as a leading force, we’re driven to make Stack Overflow a place where everyone who codes feels welcome to learn, share their knowledge, and build their careers.

Additionally, Stack Exchange is a community of 170+ sites that cover topics from parenting, to DevOps, to crypto, to role-playing games. Our network of communities hosts millions of users every month from all over the world that are working to establish the largest knowledge base of questions and answers that the world has ever seen.

We have a network of over 500 community-elected moderators who volunteer their time handling issues raised by site users. Moderators monitor our sites for posts and comments that have been flagged for moderator attention, resolve disputes between users, and escalate serious issues to the Community Management team.

As Senior Community Manager, Community Support, you’ll be on the forefront of helping the communities on our nearly 180 network sites. You will act on a wide variety of support requests from lost passwords to requests from moderators, to code of conduct violation reports. You will need to help manage our ticketing system (Freshdesk) by setting up workflows, categories, queues, and escalation paths. You’ll need to be comfortable working with a community-facing product and understand the needs, social contracts, and rules that drive these distinct communities in order to best support them. You’ll also be expected to learn how our product works and carry out some of the processes yourself using our in-house tooling. You’ll contribute to brainstorming and implementing solutions and will advocate for tooling that you determine is necessary to make the support team more efficient

What you’ll do:

Day-to-day, you will be monitoring and managing our community support queue. This will include answering individual tickets as well as working on our support system itself. You can expect to see not only the simple requests like lost passwords but also complex social tasks, and to solve them with our in-house tooling and your understanding of our product and communities. You’ll be the first point of contact for tickets submitted by users through our “contact us” form. Triaging will include answering general community inquiries, forwarding non-community requests to the correct teams, and escalating appropriate tickets to the larger community team. As a part of the community team, you'll also be a part of new initiatives and brainstorming sessions as we work to help and improve our communities.

We’re looking for more than a ticketing agent. We’re after someone lives and breathes support and wants to make our community support experience world-class. We’re looking for someone who understands ticketing systems and can set one up using industry best practices, as well as help us identify measures to track, how to track them, and how to report them. This is a senior role that carries autonomy and expects previous experience in ticketing systems as well as willingness to learn about our product and communities. We empower our users to largely self-govern and our elected moderators can field most of the exception handling when users can’t. However, we’re there to help and step in when necessary.

You’ll have a lot of freedom in how to best handle tickets. While we have a library of canned responses collected over years, they may not be up to date and we lack detailed documentation around some of them. You’ll be expected to help us document, craft, and improve processes so that future support team members can enjoy a smoother ramping-up experience. To be successful in this role, you’ll require a desire to understand the why of things, rather than just following written instructions for each case.

This role may involve dealing with sensitive or graphic content, including but not limited to vulgar or derogatory language, violent threats, hate speech, and other forms of abuse. We handle these tickets in a mutually supportive environment and are very sensitive to your needs, but it’s important that you know that - while rare - this possibility of exposure to this type of material does exist.

What you’ll need to have:

• 3-5 years in a similar online support role within an organization with millions of users
• Experience in ticketing systems is crucial. You’ve set up them before, you know how to organize them and the best practices for doing so
• Experience in Freshdesk and Jira is a plus, but not mandatory
• Experience in determining and measuring metrics related to support, such as SLAs, satisfaction rates, time to respond/resolve, and others.
• Excellent written and verbal communication skills in English
• Knowledge of Portuguese, Spanish, Japanese, and/or Russian is a bonus.
• Strong work ethic, good judgment, and a true desire to resolve tickets as best as possible
• Self-starter and excited to work in an ever-changing environment
• Patience when dealing with stressful situations and flexibility when priorities shift
• A desire to be part of a collaborative team where you’ll have ownership over specific tasks along with the ability to provide input on team projects and develop new skill sets towards your professional development
• Experience with SQL is a plus
• An understanding of Stack Overflow and other Stack Exchange network sites is a significant plus
• A superficial understanding of legal frameworks such as DMCAs, copyright, trademark, and privacy law is a plus
• Living and working within time zones with core overlapping hours

What you’ll get in return:

• Competitive Base Salary between $100K and $150K USD
• 20 days paid vacation
• Generous parental leave (16 weeks at 100% pay), family care leave, and paid sick days
• Long-term incentive (equity grant)
• Completely free health insurance (no copay, no premiums)
• 401K match
• Health & Wellness stipend
• Employees will never be poked with a sharp stick

Work Environment:

We’re a remote-first team. The majority of the community team works remotely and you’ll have the option to do so or to work out of our New York office. In either case, you’ll be part of a remote work culture that emphasizes online communication (Slack, GitHub, Meet, Zoom, Stack Overflow for Teams).

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Employment is conditioned upon successfully completing a background check and having the appropriate legal right to work.

Diverse teams build better products.

Legally, we need you to know this:

Stack Exchange, Inc. does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.

But we want to add this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.