Related skills
data analysis customer service leadership dispute_resolution policy_enforcement📋 Description
- Lead and coach a 10-15 Incident Ops team in the Philippines.
- Own escalations for high-risk cases, incl. payments and safety incidents.
- Partner with US managers to ensure policy consistency across regions.
- Own KPIs (SLA, QA, HT, CSAT) and reduce preventable incidents.
- Identify trends and improve processes across the organization.
🎯 Requirements
- 5-8+ years leading dispute resolution or incident management.
- Experience in policy-driven, regulated environments (compliance, risk).
- High emotional intelligence; build trust across regions.
- Experience managing queues and using data to tell a story.
- Make sound decisions under pressure and teach your team.
- Willing to work US hours, including evenings and weekends.
- Preference for Trust & Safety, Fraud Prevention, or advanced CS team.
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