Boldr

Technical Support Specialist T3 – Trust & Safety

Boldr

full-time

Posted on:

Location Type: Hybrid

Location: Tacloban City • Philippines

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About the role

  • Monitor and respond to privacy-related inquiries routed into the support platform, distinguishing legitimate privacy requests from misrouted support issues across multiple categories (GDPR requests, enterprise questionnaires, content disputes, security disclosures, billing issues, etc.)
  • Compose thoughtful, personalized, and compliant responses to a variety of privacy and security-related requests
  • Articulate privacy policy provisions and legal requirements clearly, offering compliant alternatives when direct requests cannot be fulfilled
  • Categorize requests appropriately as routine privacy actions, enterprise compliance needs, or complex legal matters requiring escalation
  • Document cases thoroughly and create detailed materials for escalation when necessary
  • Ensure proper and timely escalation of issues to meet internal and external expectations
  • Maintain a repository of standard compliance documentation.
  • Collaborate effectively with cross-functional teams for seamless case handoffs and resolution
  • Flag emerging patterns that require policy updates, product changes, or process improvements
  • Build scalable triage systems including decision trees, verification workflows, and escalation criteria for ambiguous scenarios
  • Develop and maintain SLA tracking by request type
  • Create a response template library covering common request types to enable efficient, consistent responses
  • Contribute to knowledge management by identifying documentation gaps and surfacing patterns requiring attention
  • Identify opportunities and recommendations for continuous process improvement

Requirements

  • Curious and authentic, just like us! #beboldr
  • An analytical and critical thinker with strong judgment and attention to detail
  • Passionate about client satisfaction and professional communication
  • Proactive and self-motivated
  • Comfortable working in ambiguous environments and building processes from scratch
  • Strongly interested in learning new systems, policies, and requirements
  • Amenable to working US hours or rotating shifts
  • YOU HAVE…
  • At least a bachelor’s degree in any field you’re passionate about
  • 2–3 years of experience in Trust & Safety, Privacy Operations, Compliance, Customer Support, Technical Support, or related functions at SaaS or technology companies
  • Excellent English communication skills
  • Technical comfort with SaaS architecture, APIs, and database concepts
  • Ability to understand and communicate complex ideas to customers in clear, empathetic, and professional language
  • Experience with ticketing or email management systems
  • Strong judgment regarding when to handle issues independently versus when to escalate
  • Aptitude to quickly learn and navigate new technology, systems, and applications
  • Ability to document complex cases with clear rationale and evidence
  • Preferred Qualifications
  • Direct experience responding to enterprise security questionnaires and vendor risk assessments
  • Working knowledge of GDPR, CCPA, and data protection principles
  • Background in high-growth startup environments
  • Familiarity with content moderation, abuse prevention, or trust & safety operations
  • Basic data investigation capabilities and comfort with analytics tool
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
GDPRCCPASaaS architectureAPIsdatabase conceptsticketing systemsemail management systemsdata investigationanalytics toolscompliance documentation
Soft Skills
analytical thinkingcritical thinkingattention to detailclient satisfactionprofessional communicationproactiveself-motivatedadaptabilityempathyprocess improvement