Documents Voice and Chat Specialist

About the role

As a Documents Voice and Chat Specialist you will provide frontline support via phone, chat and email, reviewing, validating and processing sensitive documents submitted by workers. You will ensure compliance, safety and high quality for the marketplace.

Key responsibilities

• Engage with workers through email, chat and phone to resolve document discrepancies and guide submissions.
• Review documents for completeness, accuracy, expiration and regulatory compliance.
• Flag unclear or inauthentic documents, follow escalation procedures and document resolutions.
• Follow validation checklists, tag documents correctly and log outcomes in internal systems.
• Maintain accurate internal notes, update tickets and report trends to management.
• Collaborate with Training, Quality Assurance and SMEs to improve workflows.

Required profile

• Experience in trust & safety, document verification, compliance operations or customer support in a fast‑paced or regulated environment.
• Strong attention to detail, analytical thinking and ability to make fast decisions with incomplete information.
• Excellent written and verbal communication skills and ability to simplify complex topics.
• Highly organized, dependable and action‑oriented with a remote‑work mindset.

Required skills

• Proficiency with Slack, Google Sheets and ticketing/task management systems.
• Ability to follow SOPs, use validation checklists and maintain data integrity.