User Operations Associate (Legal Specialist) - Support

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.

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

Yelp offers a dynamic environment with great perks such as a fully stocked kitchen, fun offsites, full health benefits, and assistance for commuting and for gym memberships. This is a great opportunity for motivated candidates looking for professional experience in a proven organization.
Please include a resume and cover letter about why you’re a great fit for this role. SYOY!

*LI-AP1


Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Meet Some of Yelp's Employees

Jorge G.

Software Engineer

Jorge creates new artifacts and features for Yelp’s website. He makes sure that tools are scalable, and that Yelp can support the increase in traffic as it expands around the world.

Carmen J.

Software Engineer - Mobile Development (Android)

Carmen works on the Android Team, writing code and programming features for Yelp’s mobile app. She connects members to the online community and places Yelp’s resources at their fingertips.


Back to top