Senior Community Moderator

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your opportunity

As a Community Forum Moderator at New Relic, you'll be a key member of the Digital Transformation team within the Global Technical Support department. This team drives customer self-service by developing and managing our online community resources. You’ll be dedicated to the New Relic Support Center, a space that combines knowledge, community, and support, ensuring our customers have the resources they need to succeed.

Moderators help ensure a positive and helpful community environment for users interacting with New Relic's products and services. You'll use your expert problem-solving and collaboration skills to resolve customer issues, as well as championing customer feedback to improve our products and services. You will be instrumental in creating a successful customer experience and fostering user engagement amongst our customer community.

 

What you'll do

• Forum Moderation: Act as a front-line resource, ensuring a high-quality user experience by moderating posts, enforcing community guidelines, and facilitating productive discussions. You’ll also have a gamification station at your disposal to provide users with New Relic badges!
• Provide Technical Help: Actively participate in the forum by answering customer questions, particularly in the most common product areas to start (Alerts, Dashboards, etc.). We have a newly formed Forum Group capability, where you will be instrumental in fostering engagement on specialized topics. 
• Enhance Knowledge Base: You will work to transform common customer questions and recurring issues identified in the forum into official documentation and reusable content. Additionally, you will play a key role in reviewing and refining automated knowledge articles through our innovative process, ensuring accuracy, relevance, and a seamless self-service experience for all users.
• Support our Strategic Initiatives: Work alongside the Forum Program Manager on departmental strategic initiatives and inventive experiments, collaborating cross-functionally with other departments (e.g., Marketing, Student Programs, Customer Enablement) to achieve campaign goals. You will use your customer expertise to help define requirements of projects and provide Voice of Customer feedback. 
• Facilitate Tooling Escalations: Champion the health and growth of the community by identifying tooling issues or process improvements. You will be responsible for raising these issues with the Forum Program Manager and the Enterprise Support Systems team, and ensuring overall quality once fixes are released.
• Fostering Customer Engagement: Cultivate a vibrant user community by proactively connecting users with peers and internal product experts through our designated Content and Campaign Calendars. You will encourage peer-to-peer problem-solving to increase self-service and elevate the customer experience.

 

This role requires

• Demonstrated experience in a customer-facing role, preferably in technical support or community management.
• A proven ability to troubleshoot and resolve technical issues for SaaS products.
• Working knowledge of core web technologies and/or programming languages (e.g., Python, Java, JavaScript, Ruby).
• Demonstrated experience with community platforms (e.g., Salesforce, Discourse).
• Exceptional written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• A proven ability to work independently, manage your own time effectively, and prioritize competing demands.
• A passion for community building and a creative approach to fostering customer engagement.

Bonus points if you have

• Experience with the New Relic platform and/or other observability tools.
• Experience with project management or marketing tasks. 
• Fluent in engagement metrics and community health reporting.

Please note that visa sponsorship is not available for this position.

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic s