Our mission is to revolutionize commerce, bringing online selling and features once reserved for multi-billion-dollar companies to the masses. To make that a reality, we need exceptional people to build, support and grow our platform. If that’s you, come join a fast-growing company with a great culture, outstanding benefits, and funding from visionary investors like Steve Case's Revolution Partners, Softbank, Amex and Telstra.

We have two awesome offices in Austin! We're hiring in our corporate headquarters at Four Points and in our new Downtown product and engineering office, too!

Community Moderator at BigCommerce

Bigcommerce, named a "Best Place to Work" in Austin 2015 is looking for a Community Support Representative to moderate and provide technical support in the BigCommerce Community. You will take direction on your online response and engagement strategy based on processes developed by the Community Manager and/or Management of the Self Service Department. Success in this role is measured by increasing resolution, site health, usage, and overall sentiment and satisfaction of the Community user base.

 

What you will do

  • Be a daily, active presence in the BigCommerce Community, contributing to the overall health, engagement, and adoption of the site
  • Answer questions, assist, mediate, and work to resolve customer and partner issues in our online Community and on social media
  • Manage BigCommerce Ideas through daily sorting, commenting, and assigning statuses for newly submitted ideas
  • Leverage BigCommerce’s brand voice, messaging, and positioning to guide positive online interactions
  • Maintain overall health of the Community through organizing and editing content, moderating spam, and removing inappropriate content
  • Use superior judgement to uphold community standards, recognize, and address threats to the Community including removing content, warning, banning, and escalating issues internally as needed
  • Provide Community related support by responding and engaging with our merchants and partners via emails on community@bigcommerce.com
  • Provide online support for BigCommerce product releases and work across departments to craft on-going messaging
  • Work in collaboration with the Self Service team and Client Success organization to identify Community driven initiatives and programs to decrease support contacts, identify content needs, and cross-sell opportunities
  • Work to foster growth with community members who show interest/ability to lead within the community
  • 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

  • Excellent writing skills including spelling, grammar, and English composition
  • Exceptional critical thinking and soft skills with experience in deescalating difficult customers
  • Passion for online and social media communications, including responding to customer support inquiries as well as online community building.
  • Customer-centric, proven ability to adapt writing style to communicate complex topics to a diverse audience
  • Preferred experienced moderating social media or nurturing engagement in online communities
  • Strong interdepartmental communication skills/relationship building
  • Ability to juggle multiple priorities effectively
  • Familiar with project management processes and practices
  • Ability to work independently and under close direction
  • Experience with HTML/CSS and web design preferred
  • Understanding of JavaScript and/or JQuery a plus
  • Familiar with screen capture and recording software such as Camtasia
  • Experience with MS Excel and Salesforce Reports for recording and charting progress over time
  • Experience with community platforms such as Salesforce Communities, Jive, Lithium, Vanilla, etc. a plus
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

Company Reviews

"As a partner marketer, I work alongside some of largest brands out there to enable our merchants to truly grow. I am constantly affirmed that the work I do directly impacts the business - and that feels good. I've never been shy about acting boldly and I'm thankful BigCommerce encourages me to do just that."
Kasey Durbin
Sr. Partner Marketing Manager
at BigCommerce
"There's a strong emphasis here on breeding a culture of excellence. It's awesome to work in client success where we have a world-class approach to thinking about the customer first. We hire top talent so you're working in an environment that is not just fun but challenges you to be the best version of yourself. I've made lifelong friends and have been humbled by all BigCommerce has to offer."
David Enriquez
Enterprise Onboarding Consultant
at BigCommerce
"We are building innovative solutions using leading edge tech to enable our merchants to grow their businesses. Come join our ever-growing team and help us push the limits of e-commerce."
Jason Schmitt
Senior Engineering Manager
at BigCommerce
"I couldn't believe my eyes when I first walked into BigCommerce and saw all of these positive, energetic people who love what they do. From a sales career standpoint, I'm so grateful for the amazing opportunities that have been available to me. I love the challenges and energy on our sales floor, as well as the winning culture we've created. Working for BigCommerce truly means being a #teamonamission."
Lauryn Spence
Channel Account Manager
at BigCommerce
"If you are passionate about technology and want to work with motivated, smart people, you will love working at BigCommerce. I am growing as an engineer and making a difference with our merchants everyday."
Nina Blanson
Senior Software Engineer
at BigCommerce
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Perks & Benefits
A free online store to help you live out your entrepreneurial dreams
Competitive compensation packages
Pet Insurance
Comprehensive health insurance coverage that starts on day one
Choice of garage parking or light rail pass for those in our downtown Austin office and free garage parking at our Four Points office.
Open vacation policy for salaried team members and generous accrued time off policy for hourly team members
Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc.
Time off for volunteering and employee-driven charity events
Peer to peer rewards and recognition program
Fully stocked kitchens and craft beers (plus subsidized gym memberships to help work it all off)
Paid parental leave and adoption assistance for new parents
Employer-paid life insurance and disability coverage
Student Loan Genius benefit
Educational assistance for qualified pre- and post-grad courses

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