Category Moderator (with German)

About the Role

As a Category Moderator, you will play a crucial role in ensuring the smooth operation of JustAnswer's platform by managing customer questions, escalating issues, and supporting both Experts and Customers. Your primary responsibility will be to ensure that questions reach the right Experts while maintaining quality and efficiency in the process.

What You'll Do

• Manage open question inventory, ensuring duplicate questions are closed, and questions are correctly categorized and updated as needed.
• Escalate Customer and Expert concerns, as well as policy violations, to the appropriate support services.
• Collaborate with Customer Support to reach out to Experts on behalf of customers requiring assistance.
• Work closely with Expert Support to help Experts with technical issues.
• Handle sensitive personal data with integrity and confidentiality.
• Assist in special projects focused on improving Expert quality and communication.
• Support Expert acquisition, onboarding, and training efforts as needed.

What We're Looking For

• 1+ years of experience in operations assistance, customer service, administrative support, or a similar role in an online environment.
• Native or C1-C2 proficiency in German (written and spoken).
• B2-C1 level English proficiency.
• Excellent attention to detail and ability to work efficiently and accurately.
• Strong critical thinking and problem-solving skills.
• Ability to quickly adapt to changing processes.
• Dependable, flexible, and team-oriented mindset.
• Experience with customer support ticketing systems (e.g., Kayako, Zendesk) is a plus.
• Experience in highly regulated industries (e.g., law, healthcare) is a plus.

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 20 years, we have helped 22 million customers in 196 countries by answering more than 25 million questions.

Why Join the Team

With 1,000+ employees, 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. 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.

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