Trust & Safety Specialist II (R)

Type of Support: Non-voice (Chats, Emails, Community Management, and Content Moderation)
Contract Type: Permanent
Work Schedule: Shifting schedules
Work Type and Location: Remote, Metro Manila
Expected Start Date: ASAP

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So, bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day and thrive.
 

About The Role

As a Trust & Safety Specialist II, you will be crucial in ensuring a safe and positive user experience on our client’s community platform. You will review and respond to support requests, monitor user-generated content, and enforce platform policies to mitigate risks and maintain community integrity. Your work will help identify violative behavior, prevent platform abuse, and enhance overall user safety.

This role includes content moderation responsibilities, and you should be prepared to review sensitive and potentially objectionable content.

What you’ll do:

• 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.

What we expect from you:

• 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.
• Technical familiarity with debugging and understanding platform development is a plus.

What you’ll get in return:

• 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

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].