Senior Customer Experience Specialist - Trust & Safety

Job Description

Job Description

Senior Customer Experience Specialist – Trust & Safety$23–$24/Hour | Chat & Email Only

Are you an experienced Customer Experience, Trust & Safety, Fraud, Risk, or Financial Services professional who knows how to handle sensitive customer situations, identify potential risk, and make sound decisions in a fast-paced environment?

We’re looking for a Senior Customer Experience Specialist to join a specialized team supporting a leading prediction platform. This role goes beyond traditional customer service. You’ll help customers through complex situations while also identifying potential Trust & Safety, fraud, risk, and compliance concerns .

This is an excellent opportunity for professionals with experience in financial services, banking, brokerage, fintech, fraud prevention, risk operations, Trust & Safety, escalations, or high-level customer support .

This is a chat and email role — NO PHONE CALLS.

What You’ll Do

• Provide exceptional customer support through chat and email
• Handle complex, sensitive, and escalated customer issues
• Evaluate situations and use sound judgment when information is incomplete or circumstances are unusual
• Identify potential fraud, Trust & Safety, risk, compliance, or account security concerns
• Follow established procedures for investigating and escalating high-risk situations
• Protect customer information and maintain strict confidentiality
• Balance customer advocacy with platform safety, policies, and business requirements
• Review customer interactions and identify opportunities to improve quality and consistency
• Serve as a resource and subject-matter expert for other Customer Experience Specialists
• Coach and guide teammates through challenging customer situations
• Document customer interactions and investigations accurately
• Partner with leadership and internal teams when additional investigation or escalation is required
• Adapt quickly to changes in products, policies, events, and customer needs

What We’re Looking For

We’re looking for someone with strong judgment and experience handling risk-sensitive customer situations .

The ideal candidate will have experience in one or more of the following:

• Trust & Safety
• Fraud prevention or fraud investigations
• Risk operations
• Financial services
• Banking
• Brokerage or investment services
• Fintech
• Compliance
• Account security
• Escalations
• Senior-level customer support
• Customer experience leadership

Experience supporting customers in environments such as banking, financial services, brokerage, fintech, or other risk-sensitive industries is highly valued.

You’ll Be Successful If You:

• Have strong written communication skills
• Can communicate clearly and professionally through chat and email
• Have excellent grammar, spelling, and attention to detail
• Can recognize potential fraud, risk, safety, or compliance concerns
• Know when to resolve an issue and when to escalate it
• Can make objective decisions while following established policies
• Remain calm and professional when dealing with frustrated or escalated customers
• Understand the importance of customer privacy and confidential information
• Can investigate problems and identify appropriate next steps
• Have experience coaching, mentoring, or supporting other customer service professionals
• Learn new systems, products, and policies quickly
• Can work independently while contributing to a team environment

Trust & Safety Is a Key Part of This Role

This position requires more than providing great customer service.

You will regularly encounter situations where you must determine whether a customer issue involves potential fraud, account security, platform abuse, customer safety, policy violations, or other risk factors .

We need professionals who can:

• Recognize potential risk
• Ask the right questions
• Evaluate information objectively
• Follow established procedures
• Protect sensitive customer information
• Document findings accurately
• Escalate appropriately
• Maintain professionalism even in high-pressure situations

Experience in Trust & Safety, fraud, risk, compliance, financial services, banking, brokerage, or fintech is strongly preferred.

Why This Role Is Different

If you have experience in financial services, fraud, risk, Trust & Safety, or senior-level customer support and want to apply those skills in a fast-moving digital environment, this is an opportunity to do something different.

You’ll support customers through chat and email — not phones — while helping protect the integrity and safety of the platform.

You’ll work with complex customer situations where judgment matters just as much as customer service.

Schedule

Thursday, Saturday, Sunday & Monday
12:00 PM – 11:00 PM

This is a set schedule. Candidates must be available to work all required days and hours.

Pay & Benefits

• $23/hour
• $24/hour for weekend hours
• Chat & email support — NO PHONES
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Leadership-focused customer experience environment

Required Experience

• 1+ year of Trust & Safety, fraud prevention, fraud investigations, risk operations, compliance, financial services, banking, brokerage, fintech, or related experience
• 1+ year of high-volume chat and/or email customer support
• 1+ year of senior-level, lead, escalation, or customer service leadership experience
• High school diploma or equivalent

Preferred Backgrounds

Experience in the following environments is a plus:

Banking | Financial Services | Brokerage | Fintech | Fraud Operations | Risk Operations | Trust & Safety | Compliance | Account Security | Escalations

Etech's Vision

To make a remarkable difference for our people, our customers and within our communities.

Etech's Mission
Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Our Character Commitments

Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.

Integrity
Valuing People
Teamwork
Accountability
Communication
Vision
Adaptability
Humility
Creativity
Teachability
Positive Influence
Courage

Company Description

Etech's Vision\r\n\r\nTo make a remarkable difference for our people, our customers and within our communities.\r\n\r\nEtech's Mission\r\nEtech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.\r\n\r\nOur Character Commitments\r\n\r\nEtech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.\r\n\r\nIntegrity\r\nValuing People\r\nTeamwork\r\nAccountability\r\nCommunication\r\nVision\r\nAdaptability\r\nHumility\r\nCreativity\r\nTeachability\r\nPositive Influence\r\nCourage