Product Support Specialist (Ireland)

Remote (Dublin, Ireland)

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Quora
Bei Quora kannst Du Wissen erwerben und teilen. Quora ist eine Plattform, auf der man Fragen stellen und sich mit anderen Menschen verbinden kann, die ihre ganz eigenen Erfahrungen und Einblicke in Form von hochqualitativen Antworten...
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Although Quora is now a "remote-first" company, employees for this position will need to perform their work from Ireland.

About Quora:

The vast majority of human knowledge is still not on the internet. Most of it is trapped in the form of experience in people's heads, or buried in books and papers that only experts can access. More than a billion people use the internet, yet only a tiny fraction contribute their knowledge to it. We want to democratize access to knowledge of all kinds — from politics to painting, cooking to coding, etymology to experiences — so if someone out there knows something, anyone else can learn it. Our mission is to share and grow the world's knowledge, and we're building a world-class team to help us achieve this mission.

About the Team:

The Product Operations team supports the company’s mission by acting as the voice of the Quora community and by developing and enforcing policies within the community and providing product support. Our goal is to maintain the high quality of the content and community on the product as we scale across all 24 languages of Quora.

The team works with cross-functional teams (product, legal, security, sales, trust & safety, etc.) to build ground-up initiatives in order to scale support, moderation, internationalization, and monetization. This is a high impact, high performance team and you will play a pivotal role in ensuring that the team can scale efficiently and effectively and provide the highest quality of support to our community.

About the Role:

We are looking for a Support Specialist to join our Product Operations team. You will be responsible for owning areas of Product Support from the ground up, becoming the expert in your areas and providing support to the community. You will work closely with other members of Product Operations as well as stakeholders and cross-functional partners within the company.

Responsibilities:

  • Roll up your sleeves and be on the front line interacting with and learning from our users and advertisers in order to make their experience with Quora a positive one
  • Provide direct support to our users and advertisers, and serve as a key escalation point for our vendors.
  • Closely collaborate with cross-functional teams in developing various support channels and policies that best support Quora users and advertisers
  • Identify top support contact drivers and drive resolutions to frequent user and advertiser issues by working with our various Product, Sales and Eng teams
  • Conduct weekly audits of content & user decisions made and evaluate the accuracy of these decisions
  • Process and review accounts, user generated content, and Spaces that have been flagged for review of potentially sensitive or disturbing content to ensure there are no violations of policies
  • Process and review ads accounts, promoted answers, and other revenue generating content that has been flagged for review to ensure there are no violations of policies
  • Oversee day-to-day vendor management to ensure SLA compliance
  • Prepare weekly reports for stakeholders on key metrics or trends seen

Minimum Qualifications:

  • 1+ years of experience in content moderation as a content reviewer or quality analyst
  • Ability to periodically coordinate with US team members outside of standard EU working hours
  • Demonstrated ability to achieve moderation accuracy targets (95%+) and productivity targets regularly
  • Demonstrated ability to exercise sound judgment and make grey area decisions independently
  • Ability to perform duties objectively, devoid of inherent biases or personal beliefs
  • Comfortable with handling graphic, disturbing, or sensitive content
  • Ability to manage multiple competing priorities in a fast-paced, constantly changing environment
  • Passion for product quality and a positive user experience

Preferred Qualifications:

  • 2+ years of experience as a content moderation quality analyst, lead, or similar role
  • Experience in advertiser support and policy enforcement a plus
  • Very familiar with US & Internet culture
  • Experience with ticket management systems and content management systems
  • Active user of Quora and passionate about Quora's mission and goals


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Job region(s): Europe
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