User Operations Associate (Legal Specialist) Support Yelp San Francisco

Job Description: • 2-minute read •
Yelp’s User Operations department is looking for a self-motivated, positive, and detail-oriented individual to join our team as a Support Associate (Legal Specialist).

This entry-level position is located in our downtown San Francisco office and provides email-based support to Yelp’s community of users and business owners. The Support team receives all types of inquiries, and we’re ready to research and effectively resolve them. As Yelp relies on our awesome community to thrive and succeed, our number one goal is to ensure that users and business owners have a great experience.
Watch: Career Advice

One of the main responsibilities of this role will be to help manage the escalation channel for higher-risk cases that present legal concerns. You will be communicating with attorneys, law enforcement and other regulatory agencies who contact us through Yelp’s Support Center, via direct email, or by letter, and evaluating flagged content by these groups against our Content Guidelines and Terms of Service. You will also act as a point of contact for people trying to reach Yelp’s Legal department, and will work closely with Yelp’s Legal team.
Legal Specialist Responsibilities:

Handle inbound legal-related inquiries from attorneys, users, and business owners, and resolve them over email within 24-48 hours
Evaluate content flagged by attorneys, law enforcement and other regulatory agencies against Yelp’s Content Guidelines and Terms of Service
Craft messaging that is appropriate for internal and external communication tailored to end user/audience
Work cross-functionally with other departments at Yelp such as Legal and Public Relations
Investigate reports of copyright and trademark infringement
Assess reports of threats of legal action from and by users and business owners
Reply to inquiries from law enforcement and regulatory agenciesInvestigate and respond to complaints filed with the BBB and Attorney General offices
Assist the Legal department with select correspondence, including notifying users of subpoenas and drafting responses to subpoenas
Evaluate requests to use the Yelp logo and user content while upholding Yelp’s Brand Guidelines
Support Responsibilities:

Provide email-based support to Yelp users and business owners
Resolve all types of cases and inquiries with attention to detail and positive attitude
Optimize workflow by identifying and flagging case trends with management
Investigate site quality issues, like bugs and abuse
Additional project help as needed
Requirements:

Bachelor's (or equivalent four-year) degree and 1 year of work experience preferred
Basic knowledge of Yelp (knowledge of Yelp products and product flows is a plus)
A diplomatic and clear communication style that can be moderated based on the audience
Strong attention to detail and commitment to quality focused service
Excellent organizational and time management skills; must be able to meet deadlines
General interest in legal issues (background in legal work is a plus)
Multilingual capabilities in other Yelp-supported languages is a plus
Solid computer skills

Follow @aarenhr

Send To A Friend