job description
Join STACKph as a Trust & Safety Customer Support Specialist in a dynamic hybrid work environment! This role is perfect for professionals passionate about ensuring a secure and positive user experience while delivering exceptional customer service. Based in the vibrant communities of Canggu, Ubud, Denpasar, or surrounding Bali areas, you’ll work with a global team to maintain platform integrity, resolve escalated issues, and uphold community guidelines.
With a competitive salary package of ₱30,000 – ₱60,000 per month, this full-time position offers the flexibility of hybrid work, allowing you to balance productivity with Bali’s inspiring lifestyle. Whether you’re a seasoned Customer Service Representative (CSR) or a detail-oriented problem-solver, this is your chance to contribute to a mission-driven company while enjoying the benefits of a tropical work-life balance.
Act fast—limited vacancies available! Apply today and take the next step in your career with a forward-thinking organization that values trust, safety, and employee growth.
Responsibility
- Monitor and moderate user-generated content to ensure compliance with platform policies and community guidelines.
- Investigate and resolve escalated trust and safety issues, including fraud, harassment, and account security concerns.
- Provide empathetic and efficient customer support via email, chat, or phone, addressing user inquiries and complaints.
- Collaborate with cross-functional teams to identify trends, risks, and areas for improvement in user safety.
- Document and report violations, suspicious activities, and policy breaches with accuracy and attention to detail.
- Stay updated on emerging online safety threats and best practices to proactively mitigate risks.
- Assist in developing and refining trust and safety protocols, tools, and workflows.
- Maintain confidentiality and handle sensitive user data with the highest ethical standards.
Qualifications
- Minimum of 2+ years of experience in customer service, trust and safety, or content moderation (BPO/Call Center experience is a plus).
- Excellent written and verbal English communication skills with a neutral accent.
- Strong problem-solving abilities and a keen eye for detail in identifying policy violations.
- Familiarity with CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and basic data analysis.
- Ability to work independently in a hybrid setup with reliable internet connectivity.
- High emotional intelligence to handle sensitive user interactions with professionalism.
- Willingness to work in shifting schedules (including nights/weekends) as needed.
- Based in or willing to relocate to Bali (Canggu, Ubud, Denpasar, etc.).