Category Moderator

  • Customer Service
  • Full time
  • 6 months ago

Job Information

Job Description

The Category Moderator Associate 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 & problem solving, take pride in working quickly and accurately, & be able to work both independently & collaboratively.

Responsibilities:

  • Manage open question inventory including closing duplicate questions, re categorizing and updating questions ad 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

Requirements:

  • 4+ years’ experience providing operations assistance, customer service, administrative supportor 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
  • Work Location: Remote

Timings: 9 hours login every day, 5 days a week

About Us: The JustAnswer Promise:

It’s not every day in your life that you get to be a part of a simple yet powerful mission to help people. Not every job of yours would give you the satisfaction of having made a direct impact on someone’s day or life. If these things matter to you, then JustAnswer is the place to be. While we strive together to make world a better place, one question at a time, we promise you that you would discover a newer version of you who has explored and exploded the known horizon of your potential, who is not afraid of failures and who has embraced learning as a way of life.

We are a San-Francisco based company founded in 2003 and since then we have been democratizing the way professional services have been delivered by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget in 700 plus categories. In the last 15 years we have helped 10 million customers in 196 countries by answering more than 16 million questions. Intrigued? Click here.

With 500+ employees spread around 3 continents and with a fabulous Glassdoor rating of 4.4(Oh yes, check it out here), we are growing at an amazing pace. And here are our simple hiring criteria- Smart. Fun. Get things done. If you think, you have it in you, read further and know more about the role. In the meanwhile. welcome to our website too.

Our culture:

  • Data Driven
  • Lean
  • Humble
  • Innovative and Courageous
Computer skills
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