Customer Service Representative (Rental Service) | HMO on Day 1 + Free Dependent
Make Every Case Count
Do you have a sharp eye for detail and a passion for solving complex problems? Join our team as a Tier 2 Support Specialist, where you'll investigate sensitive customer cases, support frontline teams, and help maintain a safe and trusted platform for millions of users.
If you're analytical, customer-focused, and thrive in a fast-paced environment, we'd love to hear from you!
What You'll Do- Handle Escalated Cases: Investigate complex customer concerns that require advanced problem-solving and sound judgment.
- Conduct Thorough Investigations: Review and resolve cases involving:
- Ride safety concerns
- Accident and incident reports
- Policy violations
- Fraud or platform misuse
- Sensitive customer complaints
- Document with Accuracy: Record investigation findings clearly and maintain complete, high-quality case documentation.
- Collaborate Across Teams: Work closely with operations, compliance, and other internal stakeholders to resolve cases effectively.
- Support Frontline Teams: Provide guidance and case assistance to Tier 1 agents to ensure consistent, high-quality customer support.
- Maintain Trust & Safety: Ensure every case is handled in accordance with company policies, compliance requirements, and safety standards.
- Bachelor's Degree required
- At least 1-2 years experience in a BPO
- Fluent in English with excellent verbal and written communication skills (B2 required; C1 preferred)
- Strong analytical thinking and investigative abilities
- Excellent written documentation and case management skills
- High attention to detail and sound decision-making
- Ability to handle confidential, sensitive, and complex situations professionally
- Experience using CRM platforms such as Zendesk or similar customer support systems
- Willingness to work in a 24/7 rotating shift environment
- Previous experience in Trust & Safety, escalations, investigations, compliance, risk operations, or customer support is a strong advantage
If you’re not sure where to start, learn more about us at www.enshored.com.
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- Retention
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Consent Statement
By submitting your application and resume through this job board, you expressly consent to the processing of your personal data for recruitment and hiring purposes as described above and in accordance with Enshored’s Applicant Privacy Notice.