Start Date: January 2026
This role focuses on keeping the community safe, handling sensitive or crisis situations, and supporting people who may be distressed, emotional, or facing difficult circumstances. You’ll review cases, make careful decisions based on policies, and work closely with internal teams to resolve issues calmly, fairly, and empathetically.
What you’ll actually do day to day
- Handle safety-related cases
Review and manage cases of different seriousness (including crisis situations), stay calm, de-escalate emotions, and make good judgment calls. - Support people in distress
Communicate with individuals sensitively, using trauma-informed approaches and best practices to help them feel heard and supported. - Apply policies correctly
Learn company safety policies deeply and apply them fairly to protect the community’s best interests. - Work with internal teams
Collaborate with Safety Leads and other support teams to improve policies, tools, and processes. - Manage emergencies
Follow and communicate emergency plans clearly and compassionately when urgent situations arise. - Document and report clearly
Summarise incidents, keep stakeholders informed, and ensure everything is properly recorded while maintaining strict confidentiality. - Meet performance targets
Work in a metrics-driven environment where quality, accuracy, and timeliness matter. - Be flexible with schedule
May need to adjust working hours based on operational needs.
- Someone with 3+ years of experience(or a degree + relevant experience)
- Backgrounds that fit well:
- Crisis management or mediation
- Social work, psychology, advocacy
- Emergency services or humanitarian work
- E-commerce support dealing with sensitive cases
- Comfortable handling emotional, complex, or high-pressure situations
- Calm, empathetic, and emotionally intelligent
- Strong at conflict resolution, communication, and decision-making
- Able to juggle multiple cases and priorities
- Open to learning new tools and systems
Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.
Cheah Wei Ee
Team Lead - Contracting
EA Personnel No: R23114782
Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248