Trust & Safety Triage Specialist

Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.


Inviting applications for the role of Trust and Safety (Tier 2 triage specialist) - Process Associate - English – On Site Dublin!
In this role, you will support customers in English via Chat, email, and other support tools.
You will play a central role in ensuring the health and stability of the customer’s products. Your work will help Engineering teams to rapidly understand root causes and take action to restore metrics to expected thresholds.
This role is ideal for a detail-oriented, data-driven problem solver who thrives on cross-functional collaboration and continuous improvement in complex systems.
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Key Responsibilities
• Provides prompt and efficient service to the client on Tier 1-2 issues including the appropriate escalations to respective teams.
• Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
• Actively seek solutions through logical reasoning
• Demonstrates strong problem-solving capabilities and assist customers in case of any issues
• Become and remain knowledgeable about products and community standards
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Investigate and resolve issues that are reported around bugs encountered across various platforms
• Identify inefficiencies in workflows and suggest solutions
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures.
• Provide Email/Chat/Tasks, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.
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Minimum Qualifications
• Bachelor’s or equivalent in computer science or related field
• Minimum year of experience providing Enterprise Support in a technical environment including bug reporting & triage process experience
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Preferred Qualifications
• Strong analytical/coding and communication skills
• Ability to be flexible, multitask and learn in a fast-paced environment
• Customer-focused and can demonstrate understanding and empathy
• Creative problem solver with excellent troubleshooting skills
• Analyzing product quality and stability issues
• Self-driven nature with strong attention to detail and follow-through
• Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment
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Technical Skills
• Engineering and/or hands-on programming experience
• Programming and scripting experience (PHP, Python, JavaScript)
• Experience working with APIs, plugins and SQL database
• Good to have experience with tools such as Tableau, Unidash, Scuba, Google Drive environment
• Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility
• Continuous Improvement mindset
• SDLC Knowledge and understanding

Why join Genpact?
Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
Make an impact – Drive change for global enterprises and solve business challenges that matter
Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.