Investigation Officer (Escalations/ Trust & Safety /Technical Support)

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A multinational technology company in Singapore is seeking an Investigation Officer to manage escalations and ensure safety in user content. The ideal candidate has a relevant degree and operational experience in Trust & Safety. This role offers a competitive salary and opportunities for professional development. Candidates with analytical skills and adaptability will thrive in this position.

Benefits

Competitive remuneration package

Opportunity to work with cutting-edge technology

Clear trajectory for career advancement

Qualifications

• 3-5 years operational experience in Trust & Safety or related fields.
• Experience with analytical tools and building relationships across teams.
• Ability to work flexible hours and manage escalations effectively.

Responsibilities

• Investigate high-priority escalations and handle sensitive inquiries.
• Review user-submitted reports for intellectual property infringement.
• Analyze trends to improve escalation processes.

Skills

Analytical skills

Strong communication

Team collaboration

Adaptability

Education

Bachelor's or advanced degree in relevant field

Tools

Excel

SQL

Job description

Our client, a Multinational Technology Company, is seeking a highly skilled and experienced Investigation Officer (Escalations/ Trust & Safety /Technical Support) professional to join their dynamic team. In this role, you will play a pivotal role in driving operational excellence and maximizing efficiency within the organization.

Responsibilities

• Investigate & review high-priority escalations and sensitive inquiries client’s apps
• Handle sensitive content and ads issues, including offensive content and comply with company’s guidelines.
• Handle sensitive content and ads issues, including offensive content and comply with company’s guidelines
• Handle incoming reports of alleged legal rights violations during the APAC time zone, focusing on key metrics like SLAs, quality, accuracy, and escalation rates.
• Content review: Examine and assess user-submitted reports of intellectual property infringement across client’s family of Apps. Which involves verifying the validity of the reports, determining if the content violates the company's policies or relevant laws, and taking necessary actions, such as removing the content or disabling the account.
• Interpret and enforce company’s terms of service using internal tools and address tooling gaps
• Adapt to changing escalation requirements, prioritize requests, and propose creative solutions
• Understand the Escalations ecosystem and collaborate with different teams
• Analyze data and trends to improve the escalation process and provide recommendations.
• Communicate effectively with internal stakeholders and work under pressure
• Foster collaboration with Global and cross-functional teams.
  
  Minimum Qualifications

• Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities or equivalent
• Operational Experience of at least 3-5 years in Trust & Safety, Investigation, Online Fre Speech landscape, Escalations Management, Risk Management, Consulting or a similar role
• With strong sense of working as an individual contributor but at the same time a great team player
• Strong demonstrated experience building relationships and influencing across functional boundaries and/or globally
• Experience with analytical tools like Excel or SQL
• Regional and Global market coverage is an added advantage bonus.
• Proficiency with other languages will be a plus as this role will cover global and regional markets.
• Can work on flexible working hours. Open to shifting or overtime is a plus but not necessary.
• Open to a 6-12 month contract period, highly renewable

What We Offer?

• A highly competitive remuneration package.
• An opportunity to interface with cutting-edge technology.
• An inclusive and collaborative work milieu.
• A clear trajectory for career advancement and professional growth

Interested candidates may apply through the application system or send it to [e-mail]. Shortlisted candidates will be notified.

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Morgan McKinley Pte Ltd

Koh Boon Sien

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EA Registration No. R1110345