Trust & Safety Technical Support Specialist

Job Role

A Trust & Safety Technical Support Specialist provides professional voice-based support for users and customers experiencing technical, software, account, and platform-related concerns. The role combines technical troubleshooting, customer service, and Trust & Safety practices to ensure issues are resolved accurately while maintaining compliance with company policies and safety standards.

Core Responsibilities

• Handle inbound voice interactions involving technical, software, account, and Trust & Safety concerns.
• Troubleshoot software and platform-related issues using internal tools and knowledge bases.
• Investigate reported content, accounts, or user activities that may violate platform policies.
• Apply Trust & Safety guidelines consistently when reviewing and resolving cases.
• Document customer interactions, investigations, and resolutions accurately.
• Escalate complex, sensitive, or high-risk cases to the appropriate specialized teams.
• Navigate multiple systems, CMS platforms, and internal applications efficiently.
• Maintain high standards of communication, professionalism, accuracy, and customer service.
• Protect confidential user and company information while handling sensitive cases.
• Meet established quality, productivity, compliance, and customer-experience targets.
• Collaborate with internal teams to identify recurring technical or safety-related issues.
• Contribute to process improvements and maintain up-to-date knowledge of products, policies, and procedures.

Professional Profile

A technically proficient and customer-focused professional with strong English communication skills, capable of handling complex software environments and sensitive Trust & Safety cases. Demonstrates sound judgment, attention to detail, problem-solving ability, and the ability to work effectively in a fast-paced international voice-support environment.