Global Escalations Specialist (Trust & Safety)

Location: Dublin, Ireland; hybrid workplace with APAC timezone coverage

Company

hirify.global operates global relationship and connection products supported by Trust and Safety, Engineering, Legal, Communications, Marketing, and customer support teams.

What you will do

• Investigate and resolve complex, sensitive escalations involving Trust and Safety, customer support, abuse reports, safety concerns, fraud, and platform issues.
• Enforce Community Guidelines and Terms of Service while reviewing graphic material, harassment, hate speech, and other policy violations.
• Review bug reports and application functionality issues, troubleshooting problems with Engineering teams.
• Gather and analyze user feedback from product launches and feature rollouts.
• Identify systemic gaps and improve processes, workflows, and operational efficiency across teams.
• Collaborate with Trust and Safety, Engineering, Communications, Marketing, Legal, and outsourced support partners.

Requirements

• At least 2 years of experience in a customer experience-facing role.
• Basic working knowledge of Zendesk and strong technical troubleshooting ability.
• Strong analytical, critical-thinking, problem-solving, prioritization, and judgment skills.
• Ability to manage complex cases, multiple priorities, ambiguous situations, and high-pressure workloads while maintaining quality.
• Trust and Safety subject-matter expertise, including the ability to support, mentor, and upskill team members.
• Experience with project management, independent project delivery, and cross-functional stakeholder coordination.

Culture & Benefits

• Opportunity to solve complex problems for products used by millions of people.
• Comprehensive health coverage, mental health support, emergency leave, and competitive pay.
• Flexible and welcoming environment supporting work-life balance.
• Modern Dublin office with access to lunch vouchers, discounted ClassPass, yoga classes, and social events.
• Learning opportunities through e-learning, conferences, knowledge-sharing sessions, continuous learning programs, and global career opportunities.
• Regular team bonding events and free use of hirify.global products.

Hiring process

• 30-minute Zoom call with a Recruiter.
• 30-minute Zoom call with a Coordinator, Global Escalations.
• Two Zoom interviews with Senior Managers of Global Escalations, lasting 45 and 30 minutes.