Community Support Lead

Job Description

NEAR has the reputation of creating and nurturing a warm, welcoming and inclusive community. Community Moderators usually act as the first touch point to the NEAR ecosystem and play a vital role in ensuring that the NEAR community is thriving and healthy by offering a safe and inclusive space online. In the next 12 months, we want our Community Support Lead to build a stellar team of moderators ensuring coverage across channels, engage with the community, convey community feedback to the NEAR Foundation, and constantly improve the overall experience for the NEAR community across online channels. 

What will you be doing?

Define, execute and manage the strategy and roadmap for NEAR Community channelsBe responsible for 24/7 coverage on Telegram, Discord, Forum & RedditDevelop escalation processes and moderation guidelinesEvaluate and introduce tools that assist the team of moderators with their workMaintaining and improving engagement on community channelsSet up ways to measure the right metrics for community channelsBuild a sense of community(SOCI) and facilitate the process of people helping each other.Constantly find new ways to refine and improve community experienceRelay feedback from the community to the NEAR FoundationDevelop a roadmap with timelines for decentralized community support & moderation

Requirements

• A proven track record in leading community building or moderation teams
• Familiarity with platforms like Telegram/Discord/Discourse/Reddit and tools that can be used to manage them efficiently
• Strategic thinker who can build thoughtful, data and insight driven plans for community channels
• Produced reports on relevant moderation statistics, issues and outcomes
• Excellent writing and communication skills in English 
• Strong understanding of Web3 terms and technology
• Great knowledge of online communities and cool under pressure
• Not required, but nice to have: ability to read and write in multiple languages