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

• 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)