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 requires experience in trust and safety, content moderation, or customer support, along with strong communication and organizational skills. PartnerHero offers competitive compensation, attractive benefits, and a supportive work environment focused on growth and well-being. The role involves content moderation, requiring the ability to handle sensitive content. Immediate start is preferred.

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