Customer Support Specialist (Private Listings) | Remote | Full-Time | Dayshift
Description
Location: Work From Home - Metro Manila
Schedule: 7:00 AM – 4:00 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 early-morning 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.