Overview
At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success. As part of the Vista Equity family, you'll receive best in class development opportunities and the ability to work with customers like Samsung, Verizon and Visa.
Khoros is seeking a Community Coordinator who specializes in community forum moderation to add to our growing professional services team. Ideal candidates embrace a fast-paced work environment and are interested in supporting customers from a wide range of industries. A working understanding of community forums is preferred, as is a sense of curiosity and a "can-do" attitude. The successful candidate will be an organized, thoughtful communicator, with an interest in learning more about community.
The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for community and social customer service. The Community Coordinator will moderate Khoros customers' online communities. They'll export and manipulate community data, as well as support strategic deliverables and plans to help Khoros customers unlock the most value possible from their community programs and the Khoros platform.
The Community Coordinator will work collaboratively with Team Leads, community teams and customers to plan, predict, report and to support community programs that meet and exceed our customers' business objectives. This role will report to a Team Lead and work closely with the strategy and professional services teams to enable world-class community strategy and execution for Khoros customers.
This role is budgeted up to $21/hr. Salary will ultimately be based on a candidate's experience and external market factors.
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Responsibilities

• Performing moderation functions and following predefined processes on the platform daily, to include:
• moderating user content for compliance with guidelines
• spam management
• crisis management
• superuser cultivation
• user management
• internal and external escalations
• Manage high levels of inbound conversations, proactively identifying issues, customer escalations, providing help and guidance on community tools.
• Monitor and manage customers' brands within communities, reading community content and actively mining conversations for relevant information and opportunities to engage.
• Collect and analyze information from the community, ensuring data is reliable, using technical expertise and tools to uncover insights, statistics and trends for reporting.
• Coordinating with Team Leads keeping them apprised of all conversations revolving around customers.
• Day-to-day resource for the customer on Khoros moderation tools and best practices.
• Answering customer inquiries competently and efficiently.
• Assisting on community strategies for Khoros customers.
• Attend customer meetings as required.

Qualifications

• Bilingual German\English language proficiency a must.
• Bachelor's degree (or equivalent).
• A minimum of 1 year in the community forum space (moderator or end-user) or equivalent combination of experience, education, and training. Moderator experience is a plus.
• Candidates ideally have former community management, content creation and reporting experience.
• Strong familiarity with community platforms, specifically Khoros (formerly Lithium) platform knowledge.
• Passionate about all things community; demonstrate an eagerness to learn and share best practices, new trends, and major developments in the community space.
• Ability to rapidly assess, analyze, and resolve complicated issues independently, even with little initial information.
• Excellent editing and proofreading skills; ability to think critically about content in context of brand messaging, goals, and voice.
• Highly proactive, meets deadlines and good time management skills.
• Ability to work independently or with a team.
• Strong attention to detail required.
• Outstanding oral, written, and presentation skills required.
• Familiarity with Google Suite (gmail, docs, slides) or Microsoft Office Suite (word, powerpoint).
• Brand experience preferred.
• Regulated industries experienced is a plus.