Trust & Safety Agent (1-year Contract)

Kuala Lumpur, Malaysia

Key Responsibilities:

Team Leadership & Case Management

Lead and manage a team of agents by distributing caseloads, monitoring performance, and providing coaching to ensure quality and policy compliance.
Review and validate incoming case submissions, filtering out ineligible requests before assignment.

Enforcement & Coordination

Manage and respond to local and regional counterfeit-related inquiries, including reinstatements, takedowns, and ad hoc requests.
Ensure thorough due diligence before enforcement actions are taken at listing and seller account level.
Coordinate with internal legal and compliance stakeholders on cases and enforcement outcomes.
Continuously improve detection and enforcement workflows through both proactive monitoring and reactive case handling.

Regulatory & External Inquiries

Serve as the point of contact for regulatory and government-related inquiries.
Collaborate with regional teams on cross-market initiatives and ad hoc requests.

Appeals & Penalty Management

Oversee the end-to-end appeal process, including review, stakeholder coordination, and resolution of penalty-related submissions.
Maintain accurate and up-to-date documentation throughout the appeals lifecycle.

Repeat Offender Management

Identify and track repeat infringers, assess violation history, and enforce appropriate escalation actions.
Maintain records to support audit readiness and reporting requirements.

Fresh graduates are welcomed to apply.
Strong analytical and problem-solving skills with a keen eye for detail.
Ability to manage multiple tasks efficiently while ensuring compliance with policies.
Excellent communication skills for cross-functional collaboration.
Experience in content management, policy enforcement, or a related field is a plus.
Strong logical thinking and problem-solving skills at all times.
Good team player, positive attitude and eager to learn.
Strong presentation skills and Microsoft Excel.

Similar Jobs