Location: Needham, MA
Community Support Manager, Forums/M2M
TripAdvisor LLC
Needham, MA
TripAdvisor is looking for a smart, self-motivated Community Support Manager to help us monitor and edit our community-driven content areas as well as provide e-mail support to our dedicated users. We want to work with great people who are able to follow directions while working independently and are able to keep up with our fast-paced environment.
Responsibilities will include:
- Significant component of consumer-facing, front-line work such as
- Monitoring incoming user-generated content in forums as well as member-to-member private messaging and compliments and our wiki travel guides
- Providing e-mail support to our community of users
- Dealing with and resolving escalations of problematic user and policy concerns
- Leadership of forums and member-to-member policy, identifying when policies might need to flex or change and proposing recommended changes as appropriate
- Define tools requirements and work with engineering and/or product managers to achieve tools improvements on both functionality and reporting/tracking capabilities
- Troubleshoot technical problems and prioritize and escalate bug reports to engineering team
- Lead, coach and manage a growing team of both senior and entry-level moderators; this includes hiring, scheduling, coaching and mentoring the team both directly and indirectly
- Monitor consumer feedback and product performance
- Additional responsibilities will be assigned as necessary
Requirements:
- College degree.
- 2-5 years of experience supporting an online community, ideally with specific forums or member-to-member experience
- At least 1 year of consumer-facing customer service experience, ideally in an unscripted “think on your feet” environment
- Experience training and managing an off-site team
- Ability to work independently, anticipate problems and devise creative solutions
- Excellent people skills and the ability to resolve user issues diplomatically
- Ability to approach problematic situations with both common sense and a thick skin
- Affinity for learning new software applications quickly and ability; ability to communicate needs effectively and work collaboratively with engineering team
- Participation in a forum, usenet, wiki, or social network — you must understand what drives members to stay active in an online community
- Excellent writing skills and ability to exercise editorial judgment
- Knowledge of geography, popular tourist destinations and attractions
Please note: All interviewees will be tested on grammar and geography as well as related skill sets.To apply, please send a resume, cover letter and salary requirements to escramblejobs(’content_jobs’, escape(’Community Support Manager’)) content_jobs@tripadvisor.com. Please include job title, Community Support Manager, Forums/M2M, in the email subject line. No phone calls, please; we will contact you if we are interested in scheduling an interview.