About the role
As a Safety & Control Center Specialist, you’ll play a frontline role in stabilizing live support operations, especially during critical or high-risk moments. You’ll be responsible for real-time monitoring of sensitive queues—including safety, authority cases, and internal escalations—and stepping in when action is required to protect user trust and maintain service levels.
What you can expect
Main tasks and responsibilities:
Monitor sensitive support queues (e.g. Safety, Authority, Internal Escalations) in real time to ensure SLA adherence and operational continuity.
Take direct action at the agent level to prevent backlog, SLA breaches, or loss of user trust during live shifts.
Handle high-priority cases involving fraud, authority requests, or platform misuse with end-to-end ownership, using defined SOPs and escalation paths.
Proactively flag shift risks, such as sudden volume spikes or unavailable agents, and support shift-level decisions in coordination with team leads.
What we expect
About you:
You have experience in customer support, trust & safety, risk operations, or real-time control environments.
You remain calm, focused, and solution-oriented under pressure, especially during live operational disruptions.
You’re confident handling sensitive or complex cases such as fraud alerts, authority requests, and safety escalations.
You understand when and how to escalate—balancing independent action with structured processes.
You’re highly detail-oriented, with excellent documentation and reporting habits.
You’re a proactive team player who supports your peers, shares insights, and contributes to shift stability.
Experience is great, but what we look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!