Technical Community Manager - (Full Time)  

GitHub helps companies, organizations, and groups of individuals succeed by allowing them to build better software, together. We are building a global platform for developer collaboration to accelerate human progress. The Community Engagement team’s vision is for GitHub to have a responsive and delightful Community Forum where customers help customers quickly find answers to their questions and Hubbers regularly engage with community members. 

Team Values

• We are developer-obsessed. We think about GitHub’s users first and work backward.
• We keep it fun. We think being a part of any community should feel good.
• We ship to learn. We prioritize progress over perfection.
• We focus. We do fewer things at higher quality

About the Role 

We are looking for a Technical Community Moderation lead for the Community Engagement team in Customer Success. In this role, you will focus on platform moderation for the GitHub Community Forum, alignment with trust & safety, and moderation & spam mitigation tooling performance and documentation. You will work cross-functionally with our team of community managers and program managers in addition to Trust & Safety, Product Operations, Customer Outcomes, Digital Customer Success, and Product teams. You will own and drive the scope of work related to community forum platform moderation.

You are committed to the success of the open-source and GitHub communities and focused on the engagement, enjoyment, and growth of our communities. You believe in nurturing a “pay it forward” approach, helping customers successfully help each other through this channel.

What You’ll Do 

• Daily Moderation of the Community Forum
• Escalate and flag issues as needed to keep the community a trusted space
• Work in collaboration with community managers & community program managers to maintain platform health and engagement
• Engage regularly with our community members through the GitHub, providing them with resources & self-help success guidance
• Utilize the team’s Looker & PowerBI dashboards to track trending issues and escalations from the community forums and bring those insights to the appropriate internal teams
• Manage trust levels, permissions & entitlements. Create and manage custom role permissions
• Create and update employee onboarding and offboarding processes related to moderation and spam mitigation
• Create new internal and external community processes, documentation, best practices & tutorials related to moderation
• Create a semester strategic plans that align to team and organization goals, as well as an individual development plan
• Report on platform health, shared team & individual goals 
• Programatize the escalation and work around lightning topics with platform health (crisis comms management).

What We’re Looking For

• Someone technically curious - Excellent problem solver and has 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
• Interested in learning things like bulk actions – pushing through automations & bulk labeling
• Ability to work autonomously & asynchronously with a global team
• Willing to do daily tasks like manual moderation in addition to more technical work
• Spam management & control experience
• Analytical ability to discover patterns around malicious behavior
• Ability to help create automated detections 
• Ex: Able to discern what is important and to discern and explain risk to trust & safety peers  *Coding experience not required but preferred
• 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 Discord, Twitter, and other social media outlets

Technical Support Experience

• Experience with Git and GitHub (required)
• Experience with Third Party Integrations, Webhooks, Marketplace, GitHub Connect, GitHub Applications (Apps and OAuth), API (v3:REST), API (v4:GraphQL)
• Experience supporting users at varying skill levels through a number of support channels (chat, CRM systems, blogs, Twitter, etc.)
• Good technical understanding and can pick up new tools quickly 

General Professional Experience

• Three (3) or more years in technical customer support or community moderation, technical analyst, engineering, platform operations 
• Experience working with (or as a part of) a developer community
• Ability to work across multiple organizations to identify and execute solutions
• Excellent oral and written communication skills including the ability to clearly communicate recommendations and solutions plainly with customers and stakeholders 
• A strong sense of empathy – you are attuned to hear the question behind a question
• Passion about being a community and customer advocate. You understand why customer voices are so important and thrive in finding innovative ways to support them
• You believe in data-driven solutions
• Able to create measurable goals and plans tied to business objectives
• Flexibility and adapting quickly when priorities change
• No degree requirements for this role