{"id":734798,"url":"https://alion.io/job/freelancer-com-customer-success-representative-escrow","title":"Customer Success Representative (Escrow)","company":{"id":453,"name":"Freelancer.com","domain":"freelancer.com","url":"https://alion.io/company/freelancer-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":60,"open_postings":18,"ghost_share":0.667,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":24000,"period":"year","method":"role_country_seniority_unknown","sample_n":23},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Gmail","optional":false},{"name":"X (Twitter)","optional":false}],"status":"live","first_seen_at":"2023-08-08T00:00:00Z","employer_posted_date":"2023-08-08","last_verified_at":"2026-10-12T18:51:23Z","board_verified":true,"closed_at":null,"days_open":1161,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":1161},"description":"Working at Freelancer.com are for the:\n Self-growth enthusiasts. We kickstart our day asking, what can I improve today?\n Trailblazers. If you’re someone who takes charge and strives to have their ideas turn into instant impact, you’re in!\n Data-driven. In making decisions we rely on one question, what does the data say?\n Changemakers. Driven by our mission to bring billions of jobs to people, we’re here to change lives and empower individuals worldwide. \n Team players. Here at Freelancer, we are a pro sports team. We work together seamlessly, passing the ball of innovation and collaboration to score success as one.\nAbout Escrow\nEscrow.com, owned and operated by Freelancer Limited, is the world's leading provider of secure online payments, and a fintech industry leader. We have handled over US$3.5 Billion in secured transactions while processing some of the largest domain name transfers - including Gmail.com, Uber.com and Twitter.com.\nThe impact you’ll make in the team\nWe are looking for a passionate individual who knows how to provide great customer service. Someone who is excited by the prospect of seeing their clients businesses improve with the help of the world's safest payments platform. In this role, you will:\nProvides exceptional customer service at all times via email, chat, and voice.\nProvide accurate information on customers’ queries\nFlag transaction and alert payments team\nIdentify and flag potential fraud issues\nHandles and investigates customer complaints and recommends solutions.\nFollows through on mutually agreed remedy\nPromotes features and benefits of using Escrow.com\nIncorporates changes in work practices in response to changes requested by management\nAdheres to Escrow policies and procedures\nActively contribute to team meetings, calibrations and training sessions\nOffers suggestions for improvement\nPerforms other duties as required including but not limited to sending productivity reports, minutes of the meeting, and post mortem analyses etc\nResponsibilities\n Payment Operations Excellence\nOwn the operational performance of the payment lifecycle including funding (AR), disbursement (AP), settlement, reconciliation, chargebacks, returns, and exception handling.\nReview and resolve high volumes of payment processing tasks quickly and accurately while ensuring operational accuracy and compliance.\nImprove transaction success rates and reduce friction in buyer and seller funding flows.\nAnalyze and resolve a range of payment processing issues, from simple inquiries to complex transaction exceptions.\nImplement and recommend operational controls that scale with transaction volume while maintaining regulatory integrity.\nAssist in developing and monitoring operational SLAs and payment performance dashboards.\nCustomer Transaction & Support\nContact customers as needed to provide updates on their payments while delivering excellent customer support.\nClearly explain payment processes, transaction statuses, and resolutions to users.\nProvide timely assistance for payment-related issues including funding failures, payout delays, reconciliation questions, and transaction disputes.\nBanking & Payment Partner Coordination\nCoordinate with internal teams and external banking partners to resolve payment concerns and transaction issues.\nSupport the management of relationships with payment processors, payout providers, card networks, and alternative payment method providers.\nAssist in evaluating and supporting the onboarding of new payment methods to increase geographic coverage and payment success rates.\nHelp ensure redundancy and reliability across payment corridors and providers.\nRegulatory & Compliance Alignment\nPartner with Compliance and Legal teams to support adherence to global regulatory frameworks including AML, KYC, and transaction traceability requirements.\nEnsure payment operations follow applicable regulatory and scheme compliance standards.\nAssist with operational audits, reporting requirements, and payment partner compliance processes.\nRisk,Fraud & Chargeback Support\nCollaborate with Risk teams to monitor fraud signals and reduce payment-related losses.\nAssist in managing chargeback cases and dispute resolution processes.\nSupport policies that balance strong transaction approval rates with appropriate risk controls.\nPayment Product & Process Improvements\nPartner with Product and Engineering teams by providing operational feedback on payment features and infrastructure.\nContribute insights that improve funding methods, payout efficiency, and cross-border payment performance.\nRecommend improvements to enhance daily payment operations and overall user payment experience\nRequirements\nExceptional English communication skills, both written and verbal.\nAbility to explain complex payment processes clearly and concisely.\nStrong analytical and problem-solving skills with a high level of attention to detail.\nSelf-starter who is process-driven and capable of managing high volumes of transactional work.\nStrong customer service mindset with the ability to support users in payment-related inquiries.\nAbility to coordinate effectively with internal teams and external banking partners across global offices.\nMust be flexible to work graveyard shifts, rotating schedules, weekends, overtime (as needed), and some holidays.\nFamiliarity with banking and payment processes such as ACH, wire transfers, card payments, or checks.\nPreferred Qualifications:\n1-3 years of experience in payments, fintech, banking, or regulated financial services.\nMinimum 1 year of accounting exposure with practical understanding of ledgers (Dr./Cr.).\nExperience managing or supporting full-cycle AP/AR workflows involving multi-party settlements or milestone-based payments.\nExperience working in regulated environments involving client money or safeguarded funds.\nExposure to managing risk profiles for high-value transactions (e.g., marketplaces, real estate, escrow services).\nExperience working in escrow, marketplace platforms, or trust-based financial products.\nExperience in multi-currency or cross-border payment environments.\nBenefits\n You will get the opportunity to work with a US Headquartered company that is the world's largest online escrow company, which facilitates and secures large value payments.\n You will be working with high performers across the globe (US, Canada, Argentina, UK, & Australia) that will allow you to grow and be mentored from leaders around the world.\n Take on the challenge on a global level, working with a top-ranked website that serves 66 million customers worldwide in 247 countries and territories\n Earn a salary that recognizes your talent and dedication\n Comprehensive and competitive HMO benefits to keep you and your family healthy\n Work hard, take ownership, and watch your career soar in a dynamic and meritocratic workplace\n Enjoy a delicious, free meal every day and the added perk of free snacks and beverages, to help you stay productive and focused throughout the day!\n Experience transparency and open communication at our weekly town halls, featuring Q&A sessions with the CEO\n Get inspired and stay engaged with our company's regular hackathons and engagement activities, where you can put your skills to the test and compete for cash prizes!","description_format":"text","description_chars":7263,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Freelance & Talent Marketplaces"],"lifecycle":[{"event":"open","at":"2026-09-11T10:42:03Z"}],"visa":[],"liveness":{"score":2,"band":"cold","label":"Long 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