Tier 2 CSR - Infrastructure & Mobility

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Enshored in Manila is seeking a detail-oriented Trust & Safety investigator to support escalations and investigations for sensitive cases. You will work with cross-functional teams in a 24/7 environment, handling complex inquiries with professionalism.

The role requires a Bachelor's degree, strong English, and experience with Zendesk or similar CRM. You will document findings, maintain compliance records, and contribute to process improvements.

Qualifications

• Bachelor's Degree required.
• Advanced English proficiency (B2 mandated/C1 preferred).
• Strong analytical and investigative skills with a high attention to detail.
• Excellent written communication and documentation skills.
• Proven ability to handle sensitive and complex cases with a high degree of professionalism.
• Experience working with CRM systems such as Zendesk.
• Ability to work in a 24/7 operational environment with rotating shifts.
• Previous experience in escalations, investigations, Trust & Safety, or compliance roles is advantageous.
• Preferably handled escalations and investigations with Tech account or ride sharing background.

Skills

Analytical thinking

Investigations

Communication skills

Attention to detail

English proficiency

Customer support

Shift work

Policy & trust safety

CRM experience

Education

Bachelor's degree

Tools

Zendesk

Job description

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business optimal growth potential, may it be from the ground up or by innovative transformation.

Our Team Is Composed Of Hand-picked Talented Individuals Adapted To Handle Themselves In a Balanced Environment Of Smart And Hard Work While Maintaining a Dynamic Relationship With Stakeholders, Leaders, And Team Members. Important Decisions Revolve Around The Guidance Of Our Core Values, Especially When Choosing The Right People

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don't just take our word for it; experience the growth yourself!

If you don't know where to start, check us out at www.enshored.com.

• Bachelor's Degree required
• Advanced English proficiency (B2 mandated/C1 preferred)
• Strong analytical and investigative skills with a high attention to detail
• Excellent written communication and documentation skills
• Proven ability to handle sensitive and complex cases with a high degree of professionalism
• Experience working with CRM systems such as Zendesk
• Ability to work in a 24/7 operational environment with rotating shifts
• Previous experience in escalations, investigations, Trust & Safety, or compliance roles is considered an advantage
• Preferably handled escalations and investigations with Tech account or ride sharing background

About Enshored

Enshored is the leading outsourcer for start-ups. We're here for the innovators, for the scalers. We're here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don't treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.