L2 Trust and Safety Moderator (GST)

Metro Manila, Philippines

Full Time

Mid Level

Role Details
Contract Duration: Permanent
Work Schedule: To be determined
Work Setup: Hybrid
Expected Start Date: April 2025

About Us
At PartnerHero, we connect talented individuals with innovative companies that aim to build, transform, and scale their operations. We provide exceptional teams, strategic expertise, and integrated technology to extend the positive impact of good business everywhere.

Recognized as a Most Loved Workplace, we believe our culture drives business success. We encourage our associates to bring their authentic selves to work, ensuring a supportive environment where everyone can thrive.

The Role
The Trust and Safety Specialist will play a crucial role in ensuring the integrity and safety of our operations. You will be responsible for resolving disputes efficiently between various stakeholders, including customers and regulatory bodies. Your role will involve analyzing information, collaborating with stakeholders, and ensuring timely and equitable resolutions.

Additionally, you will manage customer reviews, identify trends in customer experience, and assist with inquiries from consumers and partners. Your proven track record in trust and safety and dispute resolution will enable you to adapt quickly to the needs of the organization.

What You’ll Do:

Identify and resolve issues efficiently and in a timely manner.
Gather and analyze information to develop alternative solutions.
Maintain composure while dealing with sensitive or escalated situations.
Respond to requests via the company’s CRM and manage incoming correspondence.
Provide additional information to consumers as necessary.
Collaborate with other Trust and Safety Specialists to ensure adequate coverage and support.
Meet or exceed all service level agreements (SLA) related to response and resolution times.
Analyze customer interactions to identify gaps and collaborate with operations to enhance the customer experience.
Escalate issues to relevant departments as needed.
Monitor online mentions and report potential risks proactively.
Manage documentation related to legal processes and tickets.
Develop internal policy documents and training materials.

What We Expect From You:

2-4+ years of experience in case resolution and/or trust and safety roles.
Proven ability to handle regulatory inquiries and customer disputes effectively.
Strong problem-solving skills and the ability to prioritize critical issues.
Excellent communication skills and a collaborative approach.
Ability to maintain focus and composure under pressure.
Proficiency in Google Suite (Sheets, Docs, Slides, etc.).
Strong work ethic with the ability to work independently.
Excellent negotiation and data-driven decision-making skills.
Experience in contact centers or BPO operations is a plus.
Must have a designated, private, ISO-compliant workspace for remote work, with reliable high-speed internet.

What You’ll Get In Return:

Hybrid working arrangement
Competitive base salary.
Generous paid vacation and leave policies.
Attractive benefits package, including medical, dental, and vision options.
Access to free posture-based fitness workouts.
Paid sabbatical leave.
Training and development opportunities.
Personalized coaching, feedback sessions, and mentorship.

Company Culture Is At Our Core

Our core values guide our actions and set the tone for our workplace. We prioritize caring for others, embracing growth, manifesting trust, taking ownership, and being humble in our interactions.

PartnerHero is an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging, and are committed to providing equal employment opportunities regardless of various legally protected characteristics.

We are also committed to inclusivity and will make reasonable accommodations for qualified individuals with disabilities throughout the hiring process. If you require assistance, please contact [email protected].

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Confidentiality Disclaimer
We value the privacy and confidentiality of our recruitment process. By participating in the recruitment process, candidates agree to the following:
Confidentiality of Process: All information, including interview details, assessments, discussions, and any proprietary company information shared during the recruitment process, must remain confidential and must not be disclosed to any third parties without prior written consent.
Data Protection: Personal information provided by the candidate will be used solely for recruitment purposes and will be handled in compliance with applicable data protection laws.
Mutual Respect: Candidates are requested to respect the confidentiality of other applicants, as well as the company's policies, strategies, and internal practices shared during the process.
Failure to adhere to these guidelines may result in disqualification from the recruitment process or further legal actions if necessary. **

We require specific levels of English support for roles in countries outside of the US. We utilize EF-SET, an online proficiency test to assess English language skills. To be considered for employment, please do the following:

Step 1. Visit https://www.efset.org/ef-set-50
Step 2. Select the "50 Min EF SET Test". Complete the assessment and download your results. This will take approximately 45 minutes to complete.
Step 3. Upload the PDF result showing your name and date for us to review. **

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