Trust & Safety Escalations Specialist II

Role Details

Type of Support: Tickets
Contract Duration: Full-Time
Training Schedule: Monday-Friday, 9 pm- 6 am | 2 weeks
Work Schedule: Monday-Friday, 1 am - 10 am
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: October 23,

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.

The Role

The Escalations Team is dedicated to investigating and resolving issues related to moderation, global legal and safety escalations, policy enforcement, fraud, and other sensitive and complex scenarios on our partner's platform. As a member of this team, you will directly engage with our community, as well as a wide range of internal stakeholders, helping to ensure fair outcomes and reduce risk.
If you're experienced with Trust and Safety and enjoy solving problems, investigating issues, and feel energized by helping others, this role will give you plenty of opportunities to significantly contribute to our partner's mission of being a safe and welcoming space for LGBTQ users around the world to find love and connection.

What You'll Do:

• Act as the main escalation point for our frontline Support, Moderation, Trust & Safety, and Safety & Compliance teams as well as employees in other departments.
• Conduct thorough investigations and review content, including profiles, photos, audio, video, and messages.
• Troubleshoot, and resolve complex and sensitive user issues related to fraud, privacy, user safety, and other risks.
• Craft sensitive and empathetic responses via email, social media and app reviews.
• Perform investigations using SQL queries and other data-digging methods.
• Work with cross-functional partners to identify solutions and mitigate risks.
• Enforce our partner's Terms of Service and Community Guidelines to protect our ecosystem from fraud, support our users, and help improve the user experience.

What We Expect From You:

• Trust and Safety Experience is required
• A high degree of ownership and confidentiality. You'll help customers with difficult, high-pressure, and sensitive situations (such as graphic content, hate speech, and potential safety issues), and you understand what information is and is not appropriate to share in each of these varying scenarios. You take pride in your ability to de-escalate even the trickiest of issues and advocate for someone when they need help.
• Exceptional organizational and interpersonal skills. You're flexible and feel comfortable in a variety of scenarios: helping a customer, escalating potential issues to senior management, responding to an executive's request, or collaborating cross-functionally with a global team. You can summarize complex cases quickly and adjust your communication style based on your audience.
• Excellent investigative and analytical skills. You have extensive experience fairly moderating user-generated content as well as user-to-user communications and can recognize and account for your own bias. You can tolerate ambiguity, but recognize when a decision needs to be made. You are able to see the potential for fraud or abuse in any situation, but are not quick to judge.
• A passion for helping others. You are energized by helping others. You enjoy righting wrongs and finding solutions. You have several years of experience in the Trust and Safety space, and enjoy the work – even when it's difficult. You are resilient and unflappable, and can be a calming and supportive presence for others. You have a strong sense of justice and fairness. You're a strong advocate for the LGBTQ community.
• Prior experience working for Trust and Safety at a dating app or social media platform.
• Outstanding written and verbal communication.

What You'll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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