Category Moderator

About Us 

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management.  

About the Role 

The Category Moderator at JustAnswer focus will be on ensuring the smooth functioning of the site by resolving invalid questions and escalating various Expert and Customer issues. Ensuring that all questions from the customers are reaching right Experts. A successful Associate will be passionate about learning the fulfillment side of JustAnswer's Business and helping the team hit our goals of getting every question answered with a quality response. The ideal candidate should enjoy efficiency and problem solving, take pride in working quickly and accurately, and be able to work both independently and collaboratively.

What You’ll Do 

• Manage open question inventory including closing duplicate questions, re-categorizing and updating questions as needed
• Escalate Customer and Expert concerns and policy violations through established reporting processes to appropriate support services.
• Assist CS in reaching out to Experts on behalf of customer needing assistance
• Handle sensitive personal data with the utmost integrity
• Special projects as needed to assist in improving Expert quality and Expert acquisition

What We’re Looking for 

• 1+ years’ experience providing operations assistance, customer service, administrative support, or similar function in an online environment
• Strong communications skills, with fluency in written and spoken English
• Excellent attention to detail
• Ability to master and adapt to quickly changing, complex processes
• Strong critical thinking and problem solving ability
• Dependable, flexible, and team-oriented
• Experience with a customer support ticketing system (Example: Kayako, Zendesk, etc.) is a plus
• Experience or working knowledge in any of our categories (legal, tax, cars, etc.) is a plus

Why Join the Team 

With 1,000 employees and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together, best of all, you get to work at a hot company that’s (drum roll, please) profitable!  

Our JustAnswer Promise 

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way. 

Data driven: Data decides, not egos 

Courageous: We take risks and challenge the status quo 

Innovative: We 're constantly learning, creating, and adapting 

Lean: We focus on customers, using lean testing to learn how to serve them best 

Humble: Past success is not a guarantee of future success 

If these things matter to you, come join the team here at JustAnswer! 

Perks and Benefits 

• Time off throughout the year (paid and unpaid)
• Professional development support and encouragement
• Resources to help improve your overall well-being
• Free membership to dive into JA product

Work Environment 

JustAnswer UA has adopted a remote-first work environment from all UA regions. Some teams do occasionally have the option to meet in-person for teaming, collaboration, or social events.  

COVID-19 Safety 

Our philosophy as a business is to put people’s safety and wellbeing first. In response to Covid-19, JustAnswer UA practices 100% virtual recruiting and onboarding processes.                                                                                                                                                                                             

Our Commitment to Diversity 

At JustAnswer, we embrace workplace diversity. We believe that diversity drives richer insights, fuels innovation, and creates better outcomes. We are committed to attracting and developing an engaged and inclusive workforce. Team members from diverse backgrounds and unique perspectives are crucial to the JustAnswer mission of helping all people. Individuals seeking career opportunities at JustAnswer are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity, or any other protected status under all applicable laws, regulations, and ordinances.