Product Support Specialist, Quora

• Ability to be available for meetings and impromptu communication during Quora's “coordination hours" (Mon-Fri: 9am-3pm Pacific Time)
• 2+ years of customer support experience in a fast-paced startup or tech company environment
• Familiarity with handling graphic, disturbing, or sensitive content
• Experience handling sensitive user issues and content moderation
• Excellent communication and interpersonal skills with a customer-first mindset
• Demonstrated ability to solve complex problems, work cross-functionally, and meet tight deadlines

Desirable

• The Product Operations team supports Quora’s mission by providing world-class support to users and building safe communities. The team develops solutions to enhance support, content moderation, internationalization, and monetization for Quora and Poe, our new AI chatbot
• The goal is to offer an exceptional experience for Quora and Poe users. The team plays a crucial role in supporting users, gathering feedback, and performing quality assurance for Poe - an exciting new product with huge potential. The aim is to scale Poe support while backing Quora, our core business
• The team is small and high-impact, where each member significantly influences the product and user experience. The team is also highly collaborative, with individuals typically partnering with one or more teammates as well as cross-functional groups
• In this role, you will own important areas of user support. You will assist Quora and Poe users, analyze metrics and trends, address trust and safety reports, and take action on policy violations. A typical day involves responding to support and sales inquiries within target service levels
• Assist with handling of support requests within set Service-Level Agreements (SLAs), including but not limited to: account issues, subscription requests, advertiser/sales requests
• Facilitate direct support to our users, while also serving as a key escalation point for our support vendor
• Promptly review both user and employee trust & safety reports and escalate any issues
• Closely collaborate with members of our support and sales teams to ensure that we’re following proper guidelines and processes
• Identify gaps and issues facing support and drive resolutions by working with Product, Sales, Legal, and Engineering teams
• Prepare regular reports for stakeholders on key metrics and trends