Product Support Specialist

About Quora:

Quora’s mission is to grow and share the world’s knowledge. To do so, we have two knowledge sharing products:

• Quora: a global knowledge sharing platform with over 400M monthly unique visitors, bringing people together to share insights on various topics and providing a unique platform to learn and connect with others.

• Poe: a platform providing millions of global users with one place to chat, explore and build with a wide variety of AI language models (bots), including GPT-4, Claude 3, Gemini Pro, DALL-E 3 and more. As AI capabilities rapidly advance, Poe provides a single platform to instantly integrate and utilize these new models.

Behind these products are passionate, collaborative, and high-performing global teams. We have a culture rooted in transparency, idea-sharing, and experimentation that allows us to celebrate success and grow together through meaningful work. Join us on this journey to create a positive impact and make a significant change in the world.

The Product Support team serves the company’s mission by working with product, sales, & legal teams to provide support to our users and help keep our community safe and our product compliant with all applicable regulations. Our goal is to maintain the high quality of the content and user experience on the product, as we scale across all 24 languages of Quora.

We are a small team where every member has a direct impact. We value agility and pragmatism in our day-to-day work, as well as flexibility and creativity in tackling the new challenges that arise as the product grows.

The team works with cross-functional partners to build ground-up initiatives in order to scale support, moderation, internationalization, and monetization across both Quora and Poe. 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.

We are looking for a Product Support Specialist to join our Product Operations & Support team. You will be responsible for owning critical areas of support, including: assisting Quora and Poe users with their feedback or support requests, reporting on metrics and key trends, handling trust & safety reports, and taking action on content or users that violate our policies and/or Terms of Service. You will work closely with other members of Product Operations & Support, as well as stakeholders and cross-functional partners within the company in order to keep our users happy while also upholding the trust and safety of the Quora and Poe communities.

Please note this role involves exposure to graphic, offensive, or otherwise objectionable content including but not limited to adult content, violent threats, and other graphic content.

• Facilitate direct support to our users, while also serving as a key escalation point for our vendors

• Promptly review both user and employee trust & safety reports and triage any issues to appropriate stakeholders

• Closely collaborate with members of our support and ops teams to ensure that we’re following proper guidelines and processes

• Identify gaps and issues facing support and drive resolutions by working with our various Product, Sales, Legal, and Engineering teams

• Assist with handling of support requests within set Service-Level Agreements (SLAs), including but not limited to: account issues, subscription requests, privacy/safety issues, and moderation appeals

• Prepare monthly reports for stakeholders on key metrics and trends

• Ability to be available for meetings and impromptu communication during Quora's “coordination hours" (Mon-Fri: 9am-3pm Pacific Time)

• 1+ years of experience in user support as a support agent, lead, or similar role

• Demonstrated ability to achieve 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

• Familiarity with handling graphic, disturbing, or sensitive content on a regular basis

• Ability to manage multiple competing priorities in a fast-paced, constantly changing environment

• Passion for product quality and a positive user experience

• 2+ years of experience as a support agent, lead, or similar role

• Experience with content moderation, moderation guidelines, and/or content policy

• Experience with ticket management systems and content management systems

• Active user of Quora and/or Poe and passionate about Quora's mission and goals

• Very familiar with US & Internet culture