Trust & Safety Operations Specialist (12-months contract)

Our client is a leading global technology company seeking an Account Support Specialist to protect high-profile users and strategic partners across its digital platforms. The role focuses on managing complex account security escalations, mitigating risks such as hacking and impersonation, and proactively identifying potential threats to ensure a safe and secure user experience.

This is a 12-months contract hire.

Responsibilities

• Manage and resolve complex escalations involving high-profile accounts, including unauthorised access, hacking, impersonation and account recovery.
• Provide high-touch support to public figures, creators, media personalities and other premium partners, ensuring timely resolution and clear communication.
• Investigate complex cases, conduct root-cause analysis and implement appropriate mitigation measures to prevent recurring issues.
• Proactively identify emerging security threats, abuse patterns and operational gaps, particularly during on-call coverage.
• Collaborate with regional and cross-functional teams to resolve critical cases and improve account protection processes.
• Support strategic projects aimed at strengthening operational efficiency, risk mitigation and user protection.
• Assist with evaluating AI-driven support models, identifying performance gaps and recommending improvements to enhance accuracy and effectiveness.

Requirements

• 1–3 years of experience in operations, escalation management, customer support or a related field.
• Experience handling complex cases involving account security, user protection, risk mitigation or Trust & Safety operations is highly preferred.
• Strong investigative, analytical and problem-solving skills, with the ability to identify trends and conduct root-cause analysis.
• Experience in technology or digital platform companies is advantageous.
• Exposure to AI model evaluation, data analysis or quality assurance is an added advantage.