Analyst, Quality Excellence (Escalation Management)-Bangsar South

Luca; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Menlo Ventures seeks a motivated representative to join our customer disputes team. You will represent the company at Small Claims Tribunal hearings and present our position based on prepared case materials.

You will shadow senior team members and progress along a clear capability path—from hearing representation to case investigation and defense document preparation, toward full ownership. The role emphasizes composure under questioning, timely documentation of outcomes, and collaboration with

Qualifications

• Fluent English, spoken and written.
• Comfortable speaking in a formal setting; no prior legal or tribunal experience required
• Strong verbal communicator; able to think on your feet and handle objections confidently in a live setting
• Reliable, punctual, able to travel locally to hearings on short notice

Responsibilities

• Represent the company at Small Claims Tribunal hearings for customer disputes.
• Deliver the company's position using case materials and pre-hearings briefings; follow up if a question falls outside prepared material.
• Shadow senior team members and progress along a capability path toward full case ownership; document outcomes and flag recurring dispute patterns.

Skills

Fluent English

Strong verbal communicator

Travel locally

Formal speaking

Quick on feet

Education

Diploma or equivalent

Job description

Job Description

• Represent the company at Small Claims Tribunal hearings for customer disputes. Deliver the company's position in-session based on case materials and briefings prepared ahead of each hearing; where a question falls outside what's been prepared, follow up rather than improvise an answer on the spot.
• Shadow senior team members on live hearings before handling cases independently. Progress through a structured capability path over time: hearing representation → case investigation → defense document preparation → full case ownership.
• Maintain composure and professionalism under questioning from tribunal officers and other parties. Document outcomes and flag recurring dispute patterns back to the team.

Job Requirements

Must-have

• Diploma or equivalent
• Fluent English, spoken and written
• Comfortable speaking in a formal setting; no prior legal or tribunal experience required
• Strong verbal communicator, able to think on your feet and handle objections confidently in a live setting
• Reliable, punctual, able to travel locally to hearings on short notice

Good-to-have

• Prior customer service, dispute resolution, or front-facing experience
• Basic understanding of e-commerce or consumer complaints
• Interest in growing into investigation and case management work
• Conversational Mandarin Chinese, spoken and written