Community Moderator

| Austin | Hybrid
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BigCommerce, named a "Best Place to Work" in Austin 2016, is looking for a Community Moderator for our Austin Four Points Office. The Community Moderator is responsible for the health and “pulse” of the BigCommerce Community. Your efforts ensure our ecosystem of merchants and/or developers are not only getting their questions answered, but that they are happy, enthusiastic advocates of BigCommerce. You are genuinely interested in developing relationships with our customers and ensuring that their feedback and suggestions are gathered and shared with the appropriate BigCommerce teams, increasing satisfaction. You’re focus is on interactions and the sharing/creation of content to drive engaging experiences. You will achieve success as measured by increasing engagement, overall sentiment and satisfaction of the Community user base.

What You Will Do

  • Monitor and participate in the Community on a daily basis, creatively and proactively assisting customers, developer and partner with both technical and non-technical questions.
  • Use your knowledge of merchant, developer, and partner personalities and preferences to craft and execute content and engagement programs.
  • Engage in dialogues that foster connections, relationships, and information sharing, both between members and with you, as a representative of BigCommerce.
  • Assist in the execution of ongoing Community content and programming strategy.
  • Assist Community Manager with the ongoing execution of BigCommerce Ideas through monthly meetings with the Product & API Teams, ensuring that the transparent, consistent sharing of updates.
  • Engage and nurture relationships with key community influencers via initiatives like recognition and reward programs, member spotlights, and access to webinars and internal team.
  • Maintain Community health by moderating content and taking actions against content – i.e. moving thread to another group, editing, adding/deleting tags, or violations of Community Code of Conduct.
  • Work with the Knowledge Base team to update or create content based on customer and developer feedback as well as discussions.
  • Provide mentorship and guidance to the Community Support Representatives.
  • Provide social media support and backup as needed to the Community Support Representative as needed.
  • Assist as needed with ongoing reporting of key metrics associated with the Community on an interval basis (daily/weekly/monthly/quarterly/annual).

Who You Are

  • Experience and knowledge of the business habits, personalities, and learning preferences of ecommerce merchants, partners, and developers required
  • Experience and passion for engaging with others in an online community and social media channels (Facebook, Twitter, Reddit…)
  • Experience with Javascript for working with Handlebars
  • Experience with HTML/CSS required
  • Experience in working with APIs and front in development preferred
  • Experience working on open source development projects a plus
  • Experience with MS Excel and Salesforce Reports for recording and charting progress over time
  • Exceptional English writing skills in a personable yet professional tone that fosters meaningful relationships
  • Exceptional judgement and soft-skills required to represent BigCommerce online and communicate about sensitive issues
  • Ability to proactively handle conflicts and deal with the range of personalities, maintaining a compassionate, empathetic, helpful attitude
  • Experience working in a fast-paced environment with tight deadlines
  • Excellent interpersonal skills
  • Ability to work in a team, and independently; Self-directed and proactive
  • Detail-oriented with demonstrated analysis and follow-through skills
  • Good technical understanding and can pick up new tools quickly
  • Demonstrated skill developing and creating internal documentation materials
Inside BigCommerce

BigCommerce is a robust, flexible ecommerce platform that provides established and emerging brands with everything they need to launch, promote, manage and scale a successful online store. BigCommerce merchants earn more than retailers on competitive ecommerce solutions thanks to advanced features, better site performance and streamlined business processes. Founded in 2009, the company has received more than $100 million in funding from SoftBank Capital, American Express, Telstra Ventures, General Catalyst, Revolution Growth and FLOODGATE. BigCommerce supports thousands of retailers around the world from its offices in San Francisco, Austin and Sydney.

We’re a team of smart, passionate and talented people on a mission to democratize commerce. If you’re looking to work with industry leaders and love what you do, we want to hear from you!

Perks & Benefits
  • An amazing company culture that doesn’t just talk values, but lives them
  • Open vacation policy for salaried team members and generous accrual vacation policy for hourly team members, + paid sick time
  • Competitive compensation packages and meaningful stock grants for every employee
  • Comprehensive health insurance coverage that starts on day one
  • Fully stocked kitchens and craft beers (don’t worry, we also subsidize gym memberships)
  • Three especially cool offices in Austin, San Francisco and Sydney
  • A free online store to help you live out your entrepreneurial dreams
  • Employee-driven teambuilding activities like paintball, rock climbing, social sports leagues, hackathons, movie nights, river floats, etc.
  • Time off for volunteering and employee-driven charity events
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • GoLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • Backbone.jsFrameworks
    • CircleCIFrameworks
    • HadoopFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Vue.jsFrameworks
    • jQueryFrameworks
    • Next.jsFrameworks
    • SeleniumFrameworks
    • JenkinsFrameworks
    • ScalatestFrameworks
    • MockitoFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen
    • Google HangoutsCollaboration
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin.

What are BigCommerce Perks + Benefits

BigCommerce Benefits Overview

We empower our employees to think big and do great work by offering a positive work environment and outstanding benefits.

For your health: We offer multiple national medical insurance plans including PPO and HDHP options. We also offer a PPO dental plan and vision insurance.

For your wealth: We offer a 401(k) retirement plan, a Health Savings Account (HSA), a Healthcare Flexible Spending Account (FSA), and a Dependent Care Flexible Spending Account (DCRA) as pre-tax benefits. We also offer company paid life insurance up to 3 times your annual salary, as well as company paid short-term & long-term disability insurance.

For your resilient self: We care about your wellbeing in addition to your health and wealth. To assist with that, we offer paid vacation leave (15 days PTO for hourly employees and open vacation for our salary employees). All employees receive paid sick leave, paid volunteer time, and a paid wellness day. We have multiple family benefits for caregivers including paid parental leave, newborn child sick leave, adoption assistance, and a flexible return to work policy. We also offer educational reimbursements, a free BigCommerce ecommerce store, and an Employee Assistance Program.

Last, but definitely not least, we like to enjoy ourselves at work. We have company-sponsored employee programs including Employee Resource Groups, culture clubs, even virtual events.

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Open door policy
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
BigCommerce offers equity to employees through a number of different occasions, including an annual equity performance review period.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
We offer employees parking in a garage on the property.
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Lunch and learns
Promote from within
Mentorship program
Career mentorship is available.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs that help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work.

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