Expert Investigations Specialist

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

We are looking for an Expert Investigations Specialist to help identify and resolve patterns in fraud and site abuse, preserve marketplace integrity, and protect our users. The Expert Investigations Specialist will also support live feedback sessions with Experts and offer success strategies.

This role will involve notifying Experts of site policies, violations, and best practices. You will excel in this role if you like to investigate user motivations and find behavioral patterns in user data. Expert Investigations Specialists thrive on working with users to provide and receive feedback, have a strong bias towards action, and enjoy supporting initiatives resulting in improved marketplace outcomes.

What You’ll Do

• Monitor real time Expert activity and communication
• Lead service non-delivery and identity fraud resolutions and support policy escalations through airtight investigative work and reporting
• Support feedback sessions by preparing schedules, metrics, and collaterals
• Identify data-driven opportunities to optimize Expert quality and hone best practices
• Meet quarterly operations targets and support weekly reports
• Partner cross-functionally with Expert Support, Customer Support, Product, and Analytics to identify and resolve trends impacting Experts and Customers

What We’re Looking For

   Skills

• 3+ years of work experience in Trust and Safety, Risk operations, or Customer Success
• Experience investigating and resolving escalations, reports of abuse, and time-sensitive inquiries with quality, accuracy, and speed
• Exercises great judgement; data- and process-oriented decision maker
• Familiarity with or desire to train in live phone, video, and chat support
• Accountable and proactive; able to support projects and adapt to evolving business needs
• Ability to identify quantitative and qualitative patterns in user-submitted content
• Strong written communication skills with attention to detail, grammar, and brand voice
• Proven capability to prioritize tasks and work independently and with peers, with minimal oversight
• Proficient in data visualization tools, Asana, Zendesk, Google Sheets, and Excel

Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement

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

• Competitive Pay
• United Healthcare PPO, Kaiser
• FSA and HSA options, including Dependent Care Spending
• Dental & Vision
• Employer paid Long & Short - Term Disability
• Employer paid life insurance
• $75 monthly Remote-Work stipend
• $360 annual Wellness stipend
• $200 per year for registration fees for fitness events, races, and marathons
• Monthly snack boxes delivered to your home
• Flexible paid time off
• 11 company holidays
• 401k with company matching
• Paid parental leave
• Charitable donation matching
• JustAnswer subscription with access to 12,000 experts in over 700 categories

And let's not forget having fun! Our Minister of Fun organizes weekly pop-up lotteries for prizes, monthly virtual bingo, trivia competitions, photo contests, puzzles, virtual mixed-team lunches, and spirited company-wide challenges!

Work Environment

JustAnswer US has adopted a remote-first/full-remote work environment from most US-based locations. Some teams do occasionally have the option to meet in-person for teaming, collaboration, or social events. With employee wellbeing as a top priority, where legally permissible, employees are required to be fully vaccinated against Covid-19 to attend these optional in-person events.

Remote From these States
California/Connecticut/Florida/Georgia/Idaho/Illinois/Indiana/Massachusetts/Michigan/New Jersey/Nevada/New Mexico/New York/North Carolina/Ohio/Oregon/Pennsylvania/South Carolina/Texas/Virginia/Vermont/Washington/Wisconsin/West Virginia

COVID-19 Safety

Our philosophy as a business is to put people’s safety and wellbeing first. In response to Covid-19, JustAnswer US 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.

#LI-REMOTE