Legal Support Specialist - Product Operations (Remote)

[As of June 2020, Quora has become a "remote-first" company. This position can be performed remotely from anywhere in the United States or Canada, regardless of any location that might be specified above.]

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 and Support team contributes to the company's mission by acting as the voice of the Quora community, thereby 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 Legal Support Specialist to join our Product Operations & Support team. You will be responsible for owning critical areas of Legal Support, including: processing takedown claims, reporting on metrics and key trends, handling trust & safety reports, and responding to law enforcement requests. You will work closely with other members of Product Operations & Support, members of our legal team, as well as stakeholders and cross-functional partners within the company in order to uphold the trust and safety of the Quora community and ensure that Quora is compliant with the law.

Responsibilities:

• Assist with handling of legal requests within set Service-Level Agreements (SLAs), including but not limited to: copyright & trademark takedowns, requests for information, subpoenas, court orders, and emergency disclosure requests
• Promptly review both user and employee trust & safety reports and triage any issues to appropriate stakeholders
• Daily review of sensitive trust & safety reporting flows, such as child safety, harassment, and impersonation
• Facilitate direct support to our users, while also serving as a key escalation point for our vendors
• Closely collaborate with members of our legal team to ensure that we're following proper guidelines and meeting legal obligations for a variety of different requests
• Identify gaps and issues facing legal support and drive resolutions by working with our various Product, Legal, and Engineering teams
• Prepare monthly reports for stakeholders on key metrics and trends for legal support

Minimum Qualifications:

• Ability to be available for meetings and impromptu communication during Quora's "coordination hours" (Mon-Fri: 9am-3pm Pacific Time). Learn why here
• 2+ 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

Preferred Qualifications:

• 3+ years of experience as a support agent, lead, or similar role
• Experience in legal compliance (DMCA, Trademark, GDPR/CCPA, law enforcement requests) is a plus
• Experience with content moderation, moderation guidelines, and/or content policy
• Experience with ticket management systems and content management systems
• Active user of Quora and passionate about Quora's mission and goals
• Very familiar with US & Internet culture

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.

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.

California Consumer Privacy Act (CCPA) disclosure

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