Community Moderator - College Bound

San Francisco
Jul 29, 2011
Aug 28, 2011
Ms. Marisa Chow
GreatSchools, the nation's premier provider of online K-12 information, provides quality support and information to low-and-moderate income parents through its award-winning bilingual program called College Bound. College Bound provides K-5 parents with the knowledge, skills, and support to guide their children's educational success.

The Community Moderator is both an advocate for the College Bound user community and an evangelist for the program. Offering customer support, soliciting and monitoring user contributions, identifying key trends among users, serving as a conduit for user feedback, supplying program team with content and product ideas, and overseeing all user-generated content are among the key responsibilities of the role.

This is a contract position based in our San Francisco office, working up to 10 hours/week during peak enrollment and activity periods (i.e.: August - November and January May).

Key Responsibilities:
Oversee College Bound users (enrolled and prospective)

  • Creatively and proactively assist; escalating and following up on technical issues where needed

  • Build and maintain knowledge database of helpdesk responses by subject and/or category

  • Serve as the initial point of contact for inbound requests and outbound communications

  • Facilitate engagement with all aspects of the College Bound program

  • Stay current on program, partner and product updates to respond to user questions

  • Serve as key conduit for communicating user feedback internally, to support ongoing program development

  • Make recommendations for new strategies and tactics to College Bound team members that will better engage users

Oversee all user-generated content

  • Facilitate and support the build out of new content

  • Contribute occasional ask the expert responses to parent discussion questions and threads

  • Build and maintain Community Moderator knowledge database by subject and/or category

  • Act on reported content and users

  • Enforce community guidelines when necessary

  • Recommend updates to Privacy Policy and Terms of Use as needed

  • Make sure content is in the right place/on topic

  • Communicate hot topics, trends and requested content to College Bound team

Support writing, copyediting and translation of marketing, print, site, and email copy in Spanish

  • Advise and contribute to ongoing development of style, voice and tone that resonates best with users

  • Contribute to College Bound Style Guide

Required Qualifications/Experience:

The successful candidate for this position will have demonstrated experience using or moderating online forums plus customer support experience. Experience in K-12 education is necessary. He or she will also have impeccable written communication skills in English and Spanish.

The ideal candidate:

  • Has 2-3 years of work experience in K-12 education, preferably interacting directly with teachers and parents at the school level

  • Communicates effectively, using a variety of communication styles and mediums in person, via phone, letter and email across a wide range of parents with different levels of skill and knowledge

  • Demonstrates an understanding of how parents should support and guide their childrens education

  • Is able to engage, motivate and support low-to-moderate SES, low-literacy parents

  • Has a knowledge of internet etiquette and experience using and/or moderating online forums or communities

  • Is familiar with web application development, especially online community applications

  • Please note: Applicants MUST have experience working on a website, moderating online forms and speaking/writing Spanish.

    Applicants MUST have experience working on a website, moderating online forms and speaking/writing Spanish. This is NOT a telecommute position. You must be able to work in our San Francisco office.

    Qualified applicants, please submit a cover letter, including salary requirements, and a resume to with "Community Moderator" in the subject line. Please include in your cover letter the reasons why you want a contract position with GreatSchools.

    Resumes without cover letters will not be considered. No calls please.