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 300M 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 that lets people ask questions, get instant answers, and have back-and-forth dialogue with various AI language models (bots). 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. **About the Team and Role**: 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. **Responsibilities**: - 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 **Minimum Requirements**: - ** 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 **Preferred Requirements**: - Experience with supporting advertisers and/or advertising platforms - Familiarity with data reporting and building/manipulating spreadsheets - Educational background in Business, Communications or related field - Experience with ticket management systems and/or content management systems **Additional Information**: There are many factors that will determine the starting pay, including but not limited to experience, location, education, and business needs. 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. LI-SS2 LI-REMOTE