Shaun M. Email & Phone Number

Southampton, England, Gb

Remote

Remote

As a Product Support Analyst I act as a conduit between the customer and my Product/Experience teams to note trends in customer reports, as well as investigating feature requests and bug reports. Communication with internal stakeholders regarding any changes that impact the product and our customer experience is a core part of the role, and one which I enjoy greatly.

Portsmouth, United Kingdom

As a Community Manager for Vox Media the mission is clear: to assist in the delivery and maintenance of powerful, easy-to-use products that empower our editorial brands to tell amazing, visual stories for our audiences.This mission is delivered as an enhancement of duties which previously fell under the support management role, combined with a more focused training and education component to ensure that the full potential of our products are utilized.For our stakeholders, both internal and external and our audiences we continue to provide outreach to ensure their needs are met, and where essential we advocate for the change that's needed to help make our products, colleagues and our storytelling as powerful as they can be.

Portsmouth, United Kingdom

• Acted as front-line support for our editorial brands, partners and audiences across nine verticals including The Verge, SB Nation, Polygon and Vox.com. • Managed internal and external crisis communications during site, network or product outages.• Responsible for managing support emails via our help desk service (Help Scout) which includes identifying, triaging and directing any issues to the appropriate teams.• Communicating the resolution of previously logged bug reports to both internal and external stakeholders. • Acted in a secondary role as an embedded support manager to the Vox Media Publishing team, working to help guide users on adhering to best practices when using our new story editor in both real time and email based environments. I also assisted the Engineering team in identifying any new bugs with detailed reproduction cases during the Beta phase of the product development cycle.• Worked with the Quality Assurance (QA) team on multiple large scale projects in order to vet new features ahead of release to internal and external stakeholders, testing against a wide range of devices, operating systems and browsers.• Developed a process for enrolling 8000+ contributors onto our mandatory two-factor authentication program over a period of five weeks, ensuring that all concerns were addressed in accordance with our users needs, availability and editorial schedules.• Assisted with the on-boarding and training of support managers onto the Chorus platform to ensure they got up to speed quickly with the information needed to feel confident in their new roles.• Monitored direct support channels (Slack), social media accounts, community forums and comment threads, escalating any reports that required further investigation as necessary.• Created editorial content for the Vox Media Product blog, highlighting some of the projects our teams produced at our annual hackathon, VAX.

At The Verge I was responsible for curating the growth of the on-platform community, whilst managing the moderation teams to ensure that our editorial brands were supported and that community guidelines were adhered to in on-site conversations. I also corresponded with the Vox Media Support team to ensure that any audience bug reports were addressed to the satisfaction of both readers and the business.• Appointed based upon ongoing success in community management at Polygon, specifically my ability to solve community issues quickly in a professional tone.• Introduced the same high standards and practices of moderation developed at Polygon upon joining The Verge. • Expanded the existing moderation team by recruiting from within the community at The Verge.

Theverge.Com

Prior to the launch of Polygon I was a community moderator on The Verge dealing with flagged comments, reader complaints and spam.

Polygon.Com

At Polygon I was responsible for managing the growing community whilst working with the moderating and support teams to ensure that the community's needs are addressed in a timely and appropriate manner.• Assembled and trained a team of moderators to enforce the community guidelines where necessary, without requiring any editorial oversight. • Developed a workflow to allow for complete, detailed moderation logging and transparency, complimented by leading the moderation team in applying a high standard. • Continue to act as an evangelist for the Polygon community by celebrating and recognizing successes, working with editorial to promote strong user content to the front page of the site for greater exposure, and being approachable via social media and email if issues arise. • Liaised with the Vox Media support and editorial teams, as well as external clients seeking to organise events in association with Polygon.com, for the benefit of our captive community.• Featured within the final episode of the Internet Explorer sponsored web-documentary ‘Press Reset: The Story of Polygon.’ This episode discusses how and why I was approached for the role of Community Manager at Polygon prior to launch, as told by the Editor-in-Chief, Christopher Grant.

Portsmouth, United Kingdom

I was given the opportunity between October 2009 and February 2010 to test two different beta builds of "Rocket Knight" prior to launch as a student of the University of Portsmouth. The purpose of these sessions were to aid the developers in discovering bugs and provide feedback on the playable state of the game.