Job Description

Read this first

This is not a customer support, virtual assistant, or admin role. If your experience is general customer service, data entry, or order processing, this role likely isn’t the right fit.

This is an investigative operations role Day to day, you’ll diagnose problems, find root causes, spot patterns in data, and improve how things work — with some direct client contact. We’re hiring for a way of thinking, not for years on a résumé.

What you’ll actually do

• Investigate operational problems: ask why something happened, what’s missing, what to look at first
• Analyze trends, metrics, and patterns — and turn them into clear recommendations
• Own and improve documentation, SOPs, and processes
• Support and onboard clients on our software platform (part of the role, not the whole job)
• Coordinate across internal teams to resolve escalations

You’re likely a strong fit if you’ve worked as

• A KYC, AML, fraud, risk, compliance, or quality analyst
• An operations, reporting, workforce, or process-improvement analyst
• In any role where you were paid to investigate, audit, diagnose, analyze, or improve — not just execute tasks

If your background is customer success, training, or support, you may still fit only if you owned investigations, trend analysis, escalations, QA/compliance, or process improvement. When you apply, select the option that reflects that analytical work — not the support title itself.

Requirements

• 2+ years in a thinking-heavy role — your main job was investigating, analyzing, auditing, or improving, not pure execution
• Demonstrated experience with root-cause analysis, trend/KPI analysis, QA, or process improvement (your résumé should show this in the bullets, not just the title)
• Strong spoken and written English — you’ll explain findings clearly to clients and internal teams over chat, email, and calls
• Structured problem-solver: you investigate before jumping to solutions
• Comfortable working through ambiguity and learning a software platform deeply
• Based in the Philippines; available to work US Central Time hours

Nice to have

• Background in financial operations, insurance operations, or investigation-heavy roles
• Experience creating dashboards, reports, training materials, or knowledge bases

A note on what we screen for: We look closely at whether your past work involved real analysis and investigation — and at career stability. Please make sure your résumé shows clear employment dates and concrete examples of the analytical work you’ve done.

Benefits

• 100% remote / home-based work
• Monthly salary: PHP 40,000 – 45,000
• Collaborative and supportive team