[Hiring] User Operations Associate @Summary: This

Role Description

This is a Full-Time (40 hours per week — no part-time availability) remote role based in the United States, with availability mandated during department core hours of 10 a.m. to 3 p.m. Pacific Time.

Yelp’s Content Moderation team evaluates reviews, photos, and other information to determine whether these posts meet our Content Guidelines and Terms of Service. By efficiently removing posts that are conflicts of interest, inappropriate, or other abuse, we ensure that everyone who uses Yelp is finding helpful information about local businesses that will lead them to make informed decisions.

In this role, you’ll balance empathy with the emotional distance and neutrality that’s necessary to evaluate content against our guidelines and enforce our terms, while pacing yourself to meet a quota and maintain our quality standards. You’ll need to:

• Read between the lines of users’ stories for context and nuance.
• “Trust, but verify” that their content meets our standards.
• Guide users towards constructive participation on Yelp.
• Effectively manage your time to meet both quota and quality expectations.
• Recognize when a case needs to be escalated.
• Share your conclusions (and back them up) while being open to feedback.
• Work as a team to build consensus.

We’re excited for you to join us as we continue to maintain the trust of Yelp’s community!

Qualifications

• Bachelor's degree (preferred)
• You are enthusiastic about Yelp’s mission.
• You have at least 1 year of work experience.
• You have a positive, team-oriented attitude even when focusing on your own work.
• You enjoy reading and have strong research skills.
• You commit yourself to consistently meet/exceed quality expectations.
• You are comfortable with (or open to) a quota-driven environment.

Requirements

• You will moderate content (including reviews, photos, and profiles) reported by users and business owners.
• You will apply team policies and guidelines, and message users effectively regarding our decisions.
• You will work full-time (8 hours per day on weekdays during normal business hours) and meet/exceed a required minimum number of cases resolved within that time.
• You will work cross-functionally with other teams in the User Operations department.
• You will provide feedback to managers on possible improvements to processes, policies, and documentation.

Benefits

• Effective your first day: Full medical, vision, and dental
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday
• Up to 14 weeks of parental leave
• Monthly wellness subsidy
• Work from home reimbursement
• Flexible spending account
• 401(k) retirement savings plan
• Employee stock purchase plan
• Compensation for this position is $40,000 annually. You may also be offered a bonus and benefits.