Sympo, Inc. is an award-winning Professional Services firm that helps businesses solve complex challenges through powerful, low-code solutions. Our team leverages the most up-to-date low-code platforms, such as Quickbase, and modern web integrations to streamline workflows, improve efficiency, and drive innovation. We are a growing, dynamic company that truly values our employees and their success, growth, happiness, and fulfillment. We foster a collaborative, supportive environment where every team member is encouraged to learn, lead, and make an impact.

We pride ourselves on our service, experience, knowledge, ethics, and enthusiasm. Our mission and philosophy are quite simple: become our client’s trusted advisor, provide unparalleled services, and serve our clients with integrity.

About the Role
As a Technical Customer Care / Success Representative, you’ll support a large online builder community through direct user support, community moderation, and documentation management. You will play a key role in developing and standardizing moderation processes, establishing guidelines, and maintaining a healthy, collaborative environment across multiple Slack channels.

You’ll manage incoming support tickets, respond to reported content or behavior, and help ensure alignment between moderation strategy, reporting, and community engagement best practices. In this role, you’ll also help maintain and expand the internal knowledge base, create Standard Operating Procedures (SOPs), and collaborate with leadership to strengthen and scale moderation operations.

This position is full-time, fully remote, and requires availability during Pacific Standard Time (PST) working hours.

• Respond to technical support and customer success tickets submitted via Slack, ensuring timely, accurate, and professional resolutions.
• Assist builders and community members with troubleshooting and general inquiries related to integrations, account access, and usage.
• Track and analyze ticket trends to identify recurring issues and opportunities for process or documentation improvements.
• Collaborate with project managers and leadership to define and document best practices for ticketing operations, process automation, and escalation management.
  
  

• Monitor community Slack channels to ensure a safe, inclusive, and productive environment, addressing inappropriate content or user behavior in real time.
• Lead or assist in day-to-day moderation activities, including reviewing reported content and managing incident responses.
• Develop and implement moderation tools, workflows, and automation features to enhance efficiency and content management.
• Update and maintain Slack Community Guidelines and rules of engagement, outlining content sharing best practices, behavior expectations, and reporting procedures.

Documentation & Training

• Create and maintain comprehensive Slack Moderation Standard Operating Procedures (SOPs) for moderation, reporting, escalation, and content removal processes.
  
• Document recurring issues, resolutions, and workflows to build and expand the internal knowledge base.
  
• Create and update training materials for internal and external teams, ensuring consistent moderation and support practices.

• Design and implement reporting mechanisms aligned with transparency and compliance standards.
  
• Develop dashboards and reports summarizing moderation actions, user activity, and community health metrics.
  
• Contribute to project planning, feedback sessions, and cross-functional coordination with engineering, operations, and leadership teams.
  

• Competitive base salary and comprehensive health benefits with employer contributions. Visit our Join Sympo page for a full list of our benefits.
• Fully remote environment with provided equipment.
• Supportive, collaborative team that values curiosity, innovation, and excellence.
• Opportunities to grow your expertise in Quickbase and other emerging low-code platforms.
• A culture built on integrity, teamwork, and continuous improvement - where your ideas matter