Trust And Safety Specialist II

Summary

Join PartnerHero as a Trust & Safety Specialist II and play a crucial role in ensuring a safe and positive user experience on our client's community platform. You will be responsible for reviewing and responding to support requests, monitoring user-generated content, and enforcing platform policies. This remote position in Metro Manila offers a permanent contract with shifting schedules. Your work will involve content moderation, requiring you to handle sensitive content. PartnerHero offers a competitive compensation and benefits package, including paid sabbatical leave, training opportunities, and wellness programs.

Requirements

• Proven experience in trust and safety, content moderation, or customer support
• Strong understanding of content moderation processes and handling sensitive content
• Proficiency with support platforms such as Zendesk or similar tools
• Ability to quickly adapt to new tools, processes, and workflows
• Fluent in English with excellent written and verbal communication skills
• Strong time management and organizational abilities in a fast-paced environment
• Diligence, attention to detail, and the ability to identify and escalate critical issues

Responsibilities

• Respond to support requests through dedicated channels within SLAs using pre-defined response macros
• Track, tag, and catalog support requests accurately
• Review policy violation reports objectively and take appropriate action based on internal guidelines
• Utilize Slack and other communication tools to collaborate cross-functionally with Community Managers and other team members
• Proactively monitor new community posts, addressing policy violations, correcting miscategorized content, and assisting Community Managers with user queries
• Identify and report new trends in user challenges, support requests, and violative behaviors through daily shift reports
• Identify gaps in processes and escalate accordingly
• Stay up to date with new features and workflows as they are introduced
• Escalate high-level issues to the leadership team as needed

Preferred Qualifications

Technical familiarity with debugging and understanding platform development is a plus

Benefits

• Full-time employment
• Competitive compensation based on experience
• Attractive benefits package based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
• Regular check-ins with our wellness coordinator to discuss mental and emotional well-being