Category Moderator Associate (D-A-CH)

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, Cross-link Capital, and Glynn Capital Management. 

The 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 

About The Role 

We are seeking a Category Moderator for the JustAnswer D-A-CH Team. 

The Category Moderator at JustAnswer focuses on ensuring the smooth functioning of the site by resolving invalid questions and escalating various Expert and Customer issues. 

The CatMod ensures that all questions from the customers are reaching the right Experts. 

A successful Category Moderator 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.  

Duties and responsibilities : 

• Manage open question inventory including closing duplicates, re-categorizing, and updating questions as needed. 
• Escalate Customer and Expert concerns and policy violations through established reporting processes to appropriate support services.   
• Working closely with Customer Support in reaching out to Experts on behalf of customers requiring assistance. 
• Working closely with the Expert Support in helping Experts with technical assistance. 
• Handle sensitive personal data with the utmost integrity. 
• Special projects as needed to assist in improving Expert quality and communication. 
• Help with Expert acquisition, onboarding, and training.   

Qualifications:   

• 1+ years’ experience providing operations assistance, customer service, administrative support, or similar function in an online environment.   
• Strong communications skills, with native in written and spoken German.  
• Strong communications skills, with proficiency in written and spoken English. (B2/C1) 
• 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  
• Experience with highly regulated industries (law, healthcare, etc.) a plus.  

Working conditions:

The role will include working on shifts. 5 days working week, afternoon Shift, 2 – 10 PM.

This role will cover weekends (twice a month) and requires a one-year commitment to this shift.