Customer Support Specialist (Private Listings) | Remote | Full-Time | Nightshift
Description
Location: Work From Home - Metro Manila
Schedule: 1:00 AM – 10:00 PM PHT
About the Company
Our client is a leading, trusted property platform in New Zealand, dedicated to innovating how people buy, sell, and rent homes. Known for a supportive team culture and a drive for excellence, they are currently launching a pioneering "greenfield" marketplace operation. This new venture marks their first move into user-generated content, and they are looking for quality-focused professionals to ensure its success from the ground floor.
They’re now looking for a Customer Support Specialist with a keen eye for detail to join this growing team in a fully remote setup.
Why You’ll Love Working With Us
- HMO healthcare for you and your 1 dependent (with COVID insurance).
- 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularization).
- 13th-month bonus and Government-mandated benefits.
- Computers will be provided + internet allowance.
- Access to work in one of our Manila-based offices.
- Member Wellness Program + Regularization drink.
- Paid birthday leave + birthday cake.
- Welcome gift packs + Work anniversary gifts.
- Year-End Party + Christmas hamper.
What You’ll Be Doing
Reporting directly to a New Zealand-based Head of Product, you will be a member of the Product & Operations team. As a critical gatekeeper for platform integrity, you will protect users by ensuring only high-quality, legitimate listings go live.
Your responsibilities will include:
- Moderating Marketplace Content: Review and triage incoming property listings using an admin dashboard to assess quality, accuracy, and legitimacy.
- Detecting Fraud and Risk: Identify red flags such as rental scams, fake listings, and suspicious imagery using risk-scoring frameworks.
- Managing Rapid Support: Respond to user inquiries and support tickets within a 15-minute SLA, providing clear and constructive guidance.
- Ensuring Trust & Safety: Monitor for suspicious account patterns (IP/device fingerprinting) and escalate confirmed threats to senior leadership.
- Optimizing Operations: Participate in weekly reviews of rejection trends and keyword blocklists to improve moderation workflows.
What You’ll Bring
- Industry Experience: Proven background in content moderation, trust and safety, or fraud detection within a marketplace platform).
- Critical Thinking: The ability to analyze ambiguous situations, spot "off" details, and make sound judgment calls in grey areas.
- Communication Skills: Excellent written English for drafting thoughtful, professional responses to users.
- Technical Proficiency: Comfort navigating web-based admin tools, dashboards, and remote communication software.
- Operational Readiness: Maintain a stable internet connection and a quiet, well-equipped home office environment that supports night shifts and flexible scheduling of days off.
Ready to Apply?
We’re excited to meet you. Click Apply, upload your CV, and complete our brief questionnaire.
Important: This role is open to PH citizens only. Applications must be submitted in English.