Description
Job Title
Community Moderator Senior Analyst
Overview
Salesforce Global Support, part of the Customer Success Group (CSG), is a key pillar in delivering success to more than 250,000 customers worldwide. We pride ourselves on a strong customer-centric culture, delivering a trusted, world-class support experience with the right level of engagement and expertise to meet customer needs. As Salesforce continues to innovate and customers digitally transform, we design and deliver services and offerings that help them succeed at scale.
Reporting to the Manager of Customer Communications & Readiness, the Community Moderator Senior Analyst will proactively respond to support-related questions and assist with community content initiatives. This role supports the community mission by ensuring high-quality engagement, accurate information, and a safe, inclusive environment for customers and partners. The Community Moderator plays a critical role in enabling self-service, driving case deflection, and supporting product adoption through community-led support.
Responsibilities
Moderate community forums by reviewing posts, questions, and replies to ensure alignment with community guidelines and Salesforce values
Identify, remove, and escalate spam, inappropriate content, and policy violations in a timely manner
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Support healthy Q&A engagement by:
Engaging with unanswered or incorrectly answered questions
Elevating high-quality and verified responses
Partnering with internal subject matter experts/product managers and online super users
Proactively engage with community members to clarify questions, guide discussions, and encourage best practices
Assist with topic tagging to create structured content, improve discoverability, and drive self-service success
Monitor community trends, feedback, and recurring questions to identify opportunities for content creation on Salesforce Help portal and proactive support
Contribute to the continuous improvement of moderation processes and tooling, including AI-assisted moderation workflows
Assist with ad-hoc requests and projects as needed to support business objectives
Requirements
Minimum 2 years of experience in a customer-facing role
Strong written and verbal communication skills
Excellent organizational and time-management skills
Ability to work effectively with a geographically dispersed team
Working knowledge of community engagement strategies
Experience managing or moderating an online community
Preferred Qualifications
Experience in technical customer support
Minimum 1 year of experience with Salesforce, specifically Experience Cloud, and/or other CRM applications
Salesforce Administrator Certification (or willingness to complete within the first year of engagement)