Morgan McKinley is looking for a Partner Support Specialist (Trust and Safety) to join our client, a multinational social media technology company.
Ideal candidate should be a support specialist (Subject Matter Expert) in a trust and safety environment and must have top notch communications skills to deal with high level stakeholders.
Key Responsibilities:
- Address user inquiries promptly, ensuring quality, speed, empathy, and accuracy.
- Foster cross-functional communication and collaboration to resolve partner issues efficiently across teams.
- Develop expertise in user support, effectively resolving inbound product inquiries and issues.
- Investigate and resolve escalations from internal stakeholders.
- Cultivate deep knowledge of key product.
- Provide recommendations to enhance user experience, optimize product workflows, and address support-related areas.
- Identify trends, devise solutions to improve team workflows, introduce new processes, and enhance partner experience.
- Identify and address fraud trends impacting users.
- Proactively investigate, troubleshoot, and resolve sensitive escalations.
- Foster strong cross-functional partnerships with various teams at the company to implement integrity solutions effectively.
- Flexibility to work up to 16 hours per month on weekend and holiday shifts.
Qualifications:
- Bachelor's degree or equivalent.
- 3+ years of experience in support roles directly engaging with clients or users in a technology industry.
- Exceptional communication skills for engaging with internal and external high-level stakeholders.
- Proficiency as a Subject Matter Expert in troubleshooting, issue triaging, problem-solving, and issue identification.
- Ability to communicate issues, risks, and resolution paths clearly and effectively.
- Experience collaborating with multiple cross-functional and global teams.
- Resilient mindset, capable of adapting to changing priorities and evolving knowledge.
- Strong problem-solving and analytical skills.
- Attention to detail and ability to adhere to strict operational procedures.
- Customer-focused approach.
Interested candidates may apply through the application system or send it to [email protected]. Shortlisted candidates will be notified.
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