Escalations & Dispute Resolution (T2) Specialist / (Bilingual: Spanish and English)

Title: Escalations & Dispute Resolution (T2) Specialist / (Bilingual: Spanish and English) Department: Customer and Worker Experience Position Type: Full Time Location: Remote (Philippines) Job Level: Specialist About The Company Built In One is a revolutionary technology startup on a mission to unify, simplify, and build the future of the gig economy. We are disrupting the traditional industry by creating a seamless, app-based marketplace that connects customers with reliable, on-demand gig worker professionals. We are fast-paced, data-driven, and people-first. About The Team The Customer and Worker Experience department is dedicated to maintaining the integrity of our platform. Our goal is to resolve issues quickly and sustain high satisfaction for customers and workers. Within this department, the Escalations unit focuses on "Trust and Safety," handling complex situations to ensure our community remains a safe place to work and hire. About The Role This is a critical SPANGLISH (B1-B2 proficiency - bilingual role) Tier 2 role focused on Trust and Safety. You will step in when things go wrong. You will handle serious incidents ranging from theft and property damage to harassment and severe service failures (no-shows). You will rely on clear protocols to adjudicate disputes and act as the primary liaison for insurance claims, ensuring fair and swift resolutions for all parties involved.

What You'll Do

• Incident Investigation: Lead thorough investigations into sensitive escalations forwarded by Tier 1, specifically regarding theft complaints, property damage, and allegations of harassment.
• Conflict Mediation: Manage high-tension interactions involving rudeness or unprofessional behavior from gig workers, serving as a neutral mediator to de-escalate emotions and find a resolution.
• Reliability Enforcement: Adjudicate gig worker no-show incidents, applying penalty policies fairly while identifying valid exceptions to maintain platform reliability.
• Damage & Insurance Liaison: Act as the primary point of contact for property damage claims; collect evidence (photos, receipts), liaise with our insurance providers, and guide users through the claims process.
• Decision Making: Make fair, evidence-based decisions on refunds, worker suspensions, or user bans based on investigation findings and company terms of service.
• Documentation: Maintain detailed, legally sound records of all investigations and disputes to ensure audit trails are accurate.

Basic Qualifications (What You'll Need)

• Experience: Minimum of 2–3 years of experience in Customer Support, with at least 1 year dedicated to Escalations, Dispute Resolution, Trust & Safety, or Fraud handling.
• Conflict Resolution: Proven ability to stay calm under pressure. You can handle angry or distressed users with empathy while maintaining professional boundaries.
• Critical Thinking: Strong investigative skills. You can look at two sides of a story, analyze evidence (chat logs, photos), and determine the truth.
• Communication: Exceptional written English skills. Your incident reports and responses must be clear, objective, and professional, as they may be used for insurance or legal purposes.
• Process Oriented: Ability to follow strict Standard Operating Procedures (SOPs) for sensitive incidents while knowing when to escalate to management.
• Remote Readiness: A dedicated, private workspace (crucial for handling sensitive/confidential calls) with reliable high-speed internet and a working computer.

Preferred Qualifications (Bonus Points If)

• Subject Matter Expertise: Experience working specifically in "Trust and Safety" for a gig economy or ride-sharing platform.
• Claims Handling: Previous experience processing insurance claims, reviewing estimates, or handling property damage disputes.
• Crisis Management: Experience handling sensitive cases involving law enforcement or immediate safety risks.

Why Join Us?

• Build the Future: You aren't just processing papers; you are building the workforce that powers our platform.
• Autonomy: We trust our specialists to identify bottlenecks in the onboarding process and fix them.
• Career Growth: As our supply pool grows, so does the need for leadership within the Operations team.

How to Apply

Send:

• Your resume
• A short video or voice note introducing yourself (optional but preferred)
• Your expected monthly salary

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