Category Moderator (with German)

As a Category Moderator at JustAnswer, your key responsibilities include managing open question inventories, ensuring each question is accurately categorized and escalated when necessary. You will also collaborate with customer support and expert teams to resolve concerns, enhance user experience, and maintain quality control within the platform. Your role is integral to ensuring seamless communication between experts and customers.

To apply for the Category Moderator role at JustAnswer, candidates should possess at least one year of experience in customer service or administrative support in an online environment. Proficiency in German at a native or C1-C2 level, along with B2-C1 level English skills, is essential. Strong critical thinking skills, attention to detail, and a dependable, team-oriented mindset are also important qualities for this position.

Yes, the Category Moderator position at JustAnswer is designed to be remote-first, meaning you can work from anywhere within Ukraine. This provides you with the flexibility to balance your personal life while taking part in a rewarding professional role that contributes to our mission of helping people.

The work culture at JustAnswer is dynamic, focused on collaboration and innovation. As a Category Moderator, you'll find a supportive environment where your contributions are valued. Our philosophy centers on putting people first, encouraging diversity, and promoting professional growth, making it a fantastic workplace for those passionate about connecting clients with expert solutions.

Absolutely! JustAnswer is committed to professional development for its employees, including Category Moderators. You'll have access to various resources aimed at improving your skills and career trajectory within the organization, allowing you to expand your expertise and advance within the company as you help us fulfill our mission.

When prioritizing tasks as a Category Moderator, it's important to assess the urgency and impact of each task. Start by identifying the most time-sensitive inquiries and escalate any urgent issues promptly. Use organizational tools and communicate regularly with your team to ensure nothing falls through the cracks.

I have experience using customer support ticketing systems such as Zendesk, where I managed inquiries efficiently, tracked response times, and ensured that all customer concerns were addressed accurately. I understand the importance of documenting issues and providing feedback to improve the overall support process.

I would address the situation by first gathering information on the specific expert's performance and identifying patterns. Then, I would reach out to the expert to discuss the issue, providing them with support and resources if needed, while also keeping customer satisfaction as a priority.

If I noticed a question was categorized incorrectly, I would quickly take action to reclassify it to the appropriate category to ensure that the right expert can respond. Following this, I would review similar past instances to identify any workflow improvements that could prevent future errors.

To maintain data integrity, I follow strict guidelines and protocols regarding confidentiality when handling sensitive information. This includes not discussing sensitive data with unauthorized personnel and using secure channels for communication and documentation.

In my previous role, I assisted a customer facing technical difficulties with our platform. I patiently guided them step-by-step through the troubleshooting process, which included identifying potential issues from their end and providing appropriate solutions, ultimately leading to a successful resolution.

Effective communication with experts is essential. I use clear, concise language and actively listen to their concerns. Setting up regular check-ins and feedback sessions fosters a collaborative environment, helping experts feel supported and engaged.

I keep up with changing policies by regularly reviewing internal updates and participating in training sessions. Additionally, I ensure that I maintain open lines of communication with team leaders to clarify any doubts regarding new procedures.

I am motivated by the opportunity to make a positive impact by connecting people with expert solutions. Knowing that my work contributes to improving customer experiences and helps others find answers to their questions is incredibly fulfilling.

When conflicts arise, I believe in addressing them directly and diplomatically. I ensure that each party has a chance to voice their concerns and focus on finding a resolution that aligns with our team goals, always promoting a spirit of collaboration.