Support Operations Specialist

#TeamNextdoor

Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies, and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, share important news, and create neighborhood connections at scale. Download the app and join the neighborhood at nextdoor.com. 

Meet Your Future Neighbors

Nextdoor aims to build a platform that is welcoming and safe for all our neighbors. To achieve this, we rely on the support of more than 210,000 active volunteer community moderators, as well as a team of over 100 content and member moderation agents located both onshore and offshore.

The Support Operations Specialist will be crucial in connecting community moderation with internal moderation operations, emphasizing strong analytical skills for ongoing process improvement through a hands-on approach.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment model, blending an in office presence and work from home experience for our valued employees.  

*Please note: the schedule for this position will be Tuesday through Saturday, with holiday work required on a rotating shift basis.

The Impact You’ll Make

In this role, you’ll collaborate closely with internal and external teams to brainstorm and implement innovative solutions, track performance metrics to enhance operational efficiency, and play a pivotal role in improving the moderation and frontline agent experience. You'll help scale the enforcement of our guidelines and policies, identify areas of improvement, assist in solving challenging problems, and respond to escalations. Your contributions will directly elevate our operations, ensuring a positive and safe community environment. You must be adaptable and flexible, thriving in a fast-paced and ever-changing environment where your ability to adjust and meet new challenges is crucial.

Your responsibilities will include:

• Assists in monitoring and ensuring adherence to service delivery metrics with outsourced partners
• Conduct ad-hoc trending analysis to understand current case drivers and partner with training, policy, and operations leadership to ensure agents are well equipped to handle incoming cases and effectively proactively communicate any concerns to internal leadership
• Respond to written escalations from multiple channels, including Senior Management, Social Media, and BPO teams
• Analyze data to identify trends and opportunities to recommend improvements to processes, policies, and tooling
• Strong written and verbal communication skills, along with comfort and confidence in engaging in video calls and speaking during webinars to external audiences
• Report bugs surfaced by our neighbors and BPO team members to the appropriate Product Teams, advocating for their prioritization as appropriate
• Collaborate regularly with the quality assurance team in calibration sessions to guarantee that our agent quality standards are upheld and to ensure alignment on case handling, suggesting corrective actions as needed
• Assist a team of support agents in rotating, weekly on-call shifts including weekends
• Assist in global crisis monitoring and reporting
• Participate in in-person Nextdoor events such as trainings, off-sites, volunteer days, and team building exercises
• Build in-person relationships with team members and contribute to Nextdoor’s company culture

*Please note: the schedule for this position will be Tuesday through Saturday, with holiday work required on a rotating shift basis

What You'll Bring To The Team

• 4+ years experience in operations, compliance, or Trust & Safety
• Strong analytical skills with experience in data-driven decision-making
• Ability to focus and thrive in a fast-paced environment
• A team-oriented mindset, and the ability to work with a wide range of individuals across different locations and time zones
• Excellent organization and time management skills
• Strong interpersonal communication skills, a sense of urgency, and a team player
• Able to work well in high pressure situations, and quickly analyze and implement creative solutions, activating partners and subject matter experts as needed
• Experience handling written customer escalations with discretion and care

Even better: 

• A bachelor's degree, or equivalent
• Previous exposure to social media in a business context
• Operations experience with 3rd party support vendors
• Proficiency in data analysis tools (e.g., Excel and Looker)
• Direct experience with Salesforce CRM or other CRM software
• Experience with Jira project management software
• Familiarity with project management principles. Able to create and guide projects as an owner

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create our rewards package. Total compensation will vary depending on your relevant skills, experience, and qualifications.

The starting salary for this role is expected to range from $80,000 to $95,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date will take place within the first 3 months of your start date.

When it comes to benefits, we have you covered! Nextdoor employees can choose between a variety of health plans, including a 100% covered employee only plan option, and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants’ personal information, please see Nextdoor's Personnel Privacy Notice, found here.

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