The Support Mod squad emerged organically within the ENS Discord server. After the launch of $ENS, the ENS Discord Server went from 6k members to over 30k members. In the following days and weeks after the launch, community members started helping myself and validator.eth provide support to users in Discord.
The current state of the Support Mod squad (SMS) is that users and builders can access around the clock support from the SMS by creating a ticket that opens a private chat channel. Current squad members are validator.eth, taytems.eth, serenae.eth, cthulu.eth, and zadok7.eth.
Support Mods are given a specific role within Discord and are able to respond to private support tickets that are opened by users. Support Mods are empowered to moderate the server based on the server rules, which gives them the ability to ban and timeout users, as well as delete posts.
The presence of the SMS greatly enhances and improves the experience both users and developers have with ENS. On this basis the SMS will request funding from the Community WG for the continued value provided to the community (link to Resource Request post TBC).
Any community member interested in joining the SMS is welcome to join the Discord (through chat.ens.domains) and start responding and engaging with the community. There are no perquisites that need to be fulfilled in order to join the SMS, instead the responsibility falls on an individual to essentially do the task over a period of days/weeks and demonstrate they have the ability + capacity + empathy to be a Support Mod. As individuals come to the attention of existing Support Mods, a vote can be cast by existing mods on whether to add that person to the SMS.