Community Moderator / Community Manager

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people.  We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management.

About the Role

Do you have a talent for building online communities and creating helpful, user-friendly content? We’re looking for a Community Associate to join our growing team! You’ll help cultivate a positive and engaging online environment while crafting high-quality material and resources for our knowledge base. If you excel at communication, have a knack for conflict resolution, and are passionate about creating clear, compelling content, this role is perfect for you!

What You’ll Do

Moderate and Engage with the Community

• Develop and execute strategies to increase member participation.
• Host and moderate virtual community events such as Q&As, product demos, or success story showcases.
• Actively participate in discussions to provide support, answer questions, and connect users.
• Respond to community questions, concerns, and conflicts with professionalism, empathy, and a solutions-focused mindset.
• Collect, analyze, and share community feedback to inform product development and user support strategies.
• Serve as an advocate for users, ensuring their voices are heard across internal teams.
• Provide updates to the community about product improvements and how feedback has been implemented.

Create and Maintain Knowledge Base Content

• Develop, edit, and maintain knowledge base articles, FAQs, and guides to support user self-service.
• Research product features, common user issues, and best practices to produce impactful content.
• Collaborate across teams to ensure content aligns with product updates and user feedback.
• Optimize articles for readability and clarity.
  
  What We’re Looking For
• Experience: 1-3 years of experience in community management, content writing, or a related field.
• Communication Pro: Strong written and verbal communication skills (English on the advanced level) with the ability to simplify complex topics for diverse audiences.
• Conflict Resolution Expert: Demonstrated ability to mediate disputes with empathy, maintain neutrality, and build a supportive environment.
• Organized and Detail-Oriented: Skilled in creating and managing highly structured, accurate, and user-friendly content, prioritizing consistency, clarity, and meticulous attention to detail to ensuring an impactful and engaging user experience.
• Tech-Savvy: Familiarity with community and CMS tools like Discourse, Zendesk, or Salesforce.
• Data-Driven Thinker: Analytical mindset with the ability to identify trends and provide actionable insights for improving engagement and content relevance.
• Key Competencies: Adaptability, Attention to Detail, Collaboration, Communication, Problem Solving, Conflict Management, Continual Learning, Customer Service, Innovation, Interpersonal Skills, Manages and Organizes Information, Reasoning.
  
  

Why You’ll Love Working With Us

• Make a Real Impact: Be part of a dynamic team that values inclusivity, creativity, and continuous improvement.
• Empower Communities: Play a key role in fostering meaningful interactions and creating resources that genuinely help users.
• Collaborative Environment: Partner with cross-functional teams who value your expertise and insights.
• Grow Your Skills: Gain experience in community management, conflict resolution, and content creation while strengthening your ability to produce high-quality resources that improve user experience and engagement.
• Remote Flexibility and Work-Life Balance: Enjoy a great work-life balance while working remotely. Collaborate with a global team, and thrive in a culture that prioritizes well-being, personal development, and work-life balance.