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Description and Requirements
This Is Helix.
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At
BMC Helix
, we don't do ordinary.
We're the
AI-native engine
behind the world's most forward-thinking IT organizations, helping them focus on what matters most.
What are we passionate about?
We're here to reset the economics of enterprise IT and help others realize the ROI of AI.
We are a mix of
curious minds, creative thinkers, and courageous builders
who believe tech should change the game—not just play it.
We celebrate wins, support each other, and laugh a lot.
We are the change makers.
With decades of leadership and established trust in IT service and operations management, we're scaling with purpose—through organic innovation, strategic acquisitions, and relentless R&D.;
Our open-first
Agentic AI platform
empowers autonomous agents to drive real outcomes with speed, accountability, and precision.
We are laser-focused on delivering real value to our customers by accelerating innovation and the application of applying agentic AI in digital service and operations management for IT organizations around the world.
Community Moderator
Role Overview
The Helix Community team is responsible for driving customer adoption, engagement, and advocacy.
We foster meaningful customer interactions, encourage peer-to-peer collaboration, and help ensure customer voices are heard across the organization
As a Community Moderator , you will play a key role in maintaining a vibrant, welcoming, and productive community experience.
You will support day-to-day community operations by moderating discussions, assisting members, escalating issues, maintaining content quality, and helping members connect with the right resources.
This role requires strong communication skills, attention to detail, customer empathy, and the ability to foster positive engagement at scale.
Key Responsibilities
Community Moderation & Member Support
Monitor community discussions and ensure adherence to community guidelines and standards.
Respond to member inquiries, direct users to relevant resources, and help resolve basic community-related issues.
Identify unanswered questions and coordinate with subject matter experts to drive timely responses.
Foster a positive and inclusive environment that encourages participation and collaboration.




Content & Engagement Support
Review, organize, and tag community content to improve discoverability and user experience.
Highlight valuable discussions, best practices, and customer success stories.
Support engagement campaigns, events, challenges, and recognition programs that encourage participation.
Assist with onboarding new members and educating them on community resources and features.
Community Operations
Maintain community health by identifying spam, duplicate posts, inappropriate content, or policy violations.
Escalate customer concerns, product issues, and high-priority discussions to the appropriate internal teams.
Support execution of advocacy and engagement programs, including member recognition and rewards activities.
Help maintain knowledge base content and community documentation.
Reporting & Insights
Track basic engagement metrics such as discussions, replies, accepted solutions, and participation trends.
Provide regular feedback on emerging customer themes, frequently asked questions, and community health indicators.
Identify opportunities to improve member experience and engagement.
Cross-Functional Collaboration
Partner with Customer Success, Product, Support, and Marketing teams to ensure customer questions and feedback are routed effectively.
Support initiatives that increase customer education, adoption, and engagement through community channels.
Experience in enterprise software, SaaS, or technology environments
2–4 years of experience in community management, customer support, customer success, digital engagement, or related roles.
Strong written and verbal communication skills.
Experience interacting directly with customers in digital channels.
Strong problem-solving skills and customer-focused mindset.
Comfortable working with community platforms, forums, social platforms, or customer engagement tools.
Attention to detail and ability to enforce policies consistently and professionally.
Skills That Will Help You Thrive




Customer-first attitude and passion for building online communities.
Strong organizational skills and operational discipline.
Ability to identify engagement trends and recurring customer needs.
Conflict resolution and de-escalation skills.
Curiosity and willingness to learn new technologies and products.
Ability to collaborate effectively across multiple teams.
Self-starter with a proactive approach to community engagement.
Why Work Here?
Because You'll Matter.
We're not hiring for roles—we're hiring for
impact
.
At Helix, you'llsolvehard problems, buildsmart solutions, and work with people who challenge and champion you.
You'll see your ideas come to life—and your work make a difference.
We believe in
trust, transparency, andgrit
.
Our culture is inclusive, versátil, and built for people who want to stretch themselves- andsupport others doing the same.
Whether you're remote or in-office, you'll find space toshow up fully and contribute meaningfully.You won't be boxed in—you'll be backed up.
Make Your Mark At Helix
We value diverse perspectives and believe the best ideas come from everywhere.
EEOC Statement
Helix is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status asa protected veteran.
If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
We use AI technology to support parts of our recruitment process, but people—not algorithms—make all final hiring decisions.
AI may assist with tasks like scheduling, screening for role alignment, or helping us manage large volumes of applications more efficiently.
However, candidates are reviewed by a member of our recruitment team, and interviews and hiring decisions are always made by people.
We're committed to ensuring that technology enhances fairness, efficiency, and the candidate experience—never replace genuine human judgment.
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