Trust & Safety Agent - On Site

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

Full Time

SALARY

Competitive salary based on experience.

HOURS PER WEEK

40

DATE POSTED

Jan 31, 2025

JOB OVERVIEW

Location: Cebu, Philippines and Davao, Philippines
Work Arrangement: On-Site Only

NOTE: This position is not remote and will not have any hybrid work opportunities. It is strictly an in office opportunity available at our Cebu and Davao offices. We do not offer relocation expenses for this role. Thank you for your consideration.

JOB SUMMARY:
We are looking for a dedicated Trust and Safety Agent to join our team. In this role, you will help maintain a safe and respectful environment for our clients and users by monitoring content, applications, and interactions. You will enforce platform guidelines and policies, ensuring user safety and satisfaction through empathetic handling of reported issues. This is a key position that supports a healthy online environment while collaborating with cross-functional teams.

JOB RESPONSIBILITIES:
• Review and moderate user-generated content and reported content to ensure compliance with platform guidelines,
policies, and Terms of Service.
• Address and resolve reported issues such as harassment, illegal content, and other violations in a timely, respectful, and
empathetic manner.
• Take appropriate action based on content moderation guidelines, including escalating severe cases.
• Collaborate with teams to enhance moderation procedures and policies in response to emerging trends and challenges.
• Provide clear, courteous responses to users regarding content moderation decisions and processes.
• Maintain accurate records of moderation actions and user interactions using internal tools and systems.
• Contribute to departmental growth by providing feedback and suggestions for training and guidelines.
• Assist in testing and implementing new moderation tools and technologies.
• Participate in team meetings, training sessions, and workshops to improve moderation skills and knowledge.
• Adhere to a consistent schedule based on assigned shifts.
• Follow company policies and regulatory requirements related to application processing and ID verification.
• Verify the authenticity of identification documents (IDs, passports, driver's licenses, etc.) submitted with applications.
• Implement fraud detection techniques to identify unusual patterns or discrepancies in payment requests.

REQUIRED QUALIFICATIONS
• High school diploma or equivalent (Bachelor's degree preferred).
• Strong familiarity with online platforms, social media, and digital communication.
• Excellent written and verbal communication skills.
• Ability to work independently while following established guidelines and procedures.
• Strong analytical skills for assessing content objectively and making appropriate decisions.
• Empathy and emotional resilience to handle sensitive and potentially distressing content.
• Proficiency in English, both written and spoken.

DESIRED QUALIFICATIONS
• Prior experience in customer support, content moderation, or community management.
• Familiarity with moderation tools and technologies.
• Experience working with fraud detection techniques or identifying unusual patterns in digital content or transactions.

ABOUT THE COMPANY:
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.

Our comprehensive approach includes taking charge of our clients’ new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support solutions and training programs ensure our clients’ new support team acquires the skills and knowledge to deliver outstanding service and contribute to their rapid business growth. For more information, please visit our website: www.ethossupport.com.

WHY WORK WITH US?
At Ethos Support we offer more than just a job — we offer a place where you can grow and make a meaningful impact. Here's why you should join us:

• Innovative Work Environment: We thrive on creativity, collaboration, and innovation.
• Employee Growth: We invest in your development through training, mentoring, and opportunities for advancement.
• Work-Life Balance: We understand the importance of balancing your personal and professional life.
• Inclusive Culture: We embrace diversity and encourage a supportive, inclusive atmosphere.
• Competitive Compensation: We offer a salary package that is competitive with or above market standards, based on your
experience and skills.

VIEW OTHER JOB POSTS FROM:
SHARE THIS POST
facebook linkedin