Neighbourhood Operations Support (Contract), UK at Nextdoor
United Kingdom

Nextdoor’s mission is to leverage the power of technology to build stronger and safer neighbourhoods everywhere. Over 15,000 neighbourhoods across the U.K. now use to Nextdoor to share local events, find lost pets, recommend local service providers, give away or sell household items they no longer need, share information about neighbourhood safety, and discuss local issues.

Nextdoor’s Neighbourhood Operations Team helps members build stronger and safer communities by guiding them through the process of joining and starting Nextdoor neighbourhood websites, growing these websites to become important resources for their communities, and helping them to resolve any issues that could reduce the value of Nextdoor in their neighbourhood.

When members communicate on Nextdoor, they are expected to be neighbourly and to treat each other with respect as described in Nextdoor’s Community Guidelines. In most neighbourhoods, members do a great job of abiding by these Guidelines, but in some instances disagreements among neighbours, differences in backgrounds, abrasive personalities, or controversial local issues can cause discussions on Nextdoor to become less civil.

As a Neighbourhood Management Support Contractor, you will work with Nextdoor members in neighbourhoods across the country to ensure that discussions on Nextdoor remain neighbourly even when these types of conflict arise. You’ll also work on creating efficiencies in our support processes and programs that will enable us to scale up our support as we grow across the U.K. You will represent the voice of members to the rest of the organisation to ensure that everyone working to improve the Nextdoor product fully understands our members’ needs.

This role will include working weekends where you’ll be working remotely. Weekdays will be in the office with the UK team.

Finally, as part of the small but mighty UK team, you’ll have the spirit that no job is too small or too large and a strong teamwork ethic.

If this sounds interesting, we want to meet you!

Responsibilities:

  • Respond to user issues and questions in a timely and positive manner that builds loyalty to Nextdoor
  • Help members resolve conflicts in a way that both upholds Nextdoor Guidelines and is fair to everyone
  • Provide feedback to members and neighbourhood Leads to help them act proactively to prevent disagreements from becoming uncivil
  • Guide users through the steps of joining or starting a Nextdoor website for their neighbourhood and helping it grow and become more active
  • Help to develop and implement programs and processes that enable Nextdoor to scale its support efforts
  • Ensure member support metrics are met
  • Be the voice of Nextdoor to our members

Skills and experience:

  • A passion for helping people
  • Exceptional communication skills (particularly when communicating online)
  • The ability to work effectively and independently
  • The ability to quickly grasp technical concepts, analyse problems and implement creative solutions
  • 2-7 years of experience in a high performance organisation, a plus
  • Direct experience with Salesforce, or other customer support software, a plus
  • Experience with Google Analytics, Tableau, or other analytics software a plus

Benefits:

  • Casual, open office environment
  • Company backed pension
  • Central London location close to awesome food, shopping, and good transport options