[Hiring] Documents Voice and Chat Specialist @Clipboard

Role Description

As a Documents Voice and Chat Specialist, you will deliver frontline support across phone, chat, and email, reviewing, validating, and processing sensitive documents submitted by workers. Your responsibilities will be critical to ensuring compliance, safety, and the overall quality of our marketplace.

If you excel at navigating complex workflows and take pride in upholding quality and compliance standards at scale while driving customer experience, this role is for you!

What You’ll Do

• Customer Communication: Engage with customers/workers via email/chat/phone to resolve discrepancies, verify missing information, and guide them through the document submission process, maintaining professional and empathetic interactions.
• Document Validation & Compliance: Review documents for completeness, accuracy, integrity, expiration, and compliance with internal SOPs and regulatory standards.
• Issue Resolution & Escalation: Flag unclear or inauthentic documents, escalate per defined procedures, and document resolution steps with clarity.
• SOP & Process Adherence: Follow step-by-step validation checklists, tag documents correctly, and log outcomes in internal systems.
• Data Integrity & Reporting: Maintain accurate internal notes, update tickets, and highlight trends or recurring issues to management.
• Cross‑Functional Collaboration: Work with Training, Quality Assurance, and SMEs to refine workflows and help address systemic issues.

Qualifications

• Experience in trust & safety, document verification, compliance operations, credentialing, or customer support—particularly in a fast-paced or highly regulated environment.
• Sharp attention to detail and strong analytical skills—you catch what others overlook and think critically in real time.
• Confidence in making fast, sound decisions, even when information is incomplete or ambiguous.
• Excellent written and verbal communication skills with the ability to simplify complex or sensitive topics for customers.
• Highly organized, dependable, and action-oriented—you follow through and take ownership of outcomes.
• Demonstrated success working independently in remote setups while staying closely aligned with team goals and priorities.
• Comfortable navigating tools like Slack, Google Sheets, and ticketing/task management systems.
• Collaborative mindset with a willingness to give and receive feedback to continuously improve processes and outcomes.

Requirements

• Wired internet connection with minimum 15Mbps download speed.
• Minimum system requirements:
  • Intel Core i5 (8th Generation or newer)
  • AMD Ryzen 5 (2000 Series or newer)
  • Apple M1 or newer
• Minimum 12 GB RAM (16 GB recommended)
• Quiet and professional working environment.
• A noise-canceling headset.
• Reliable internet connectivity and backup power or internet whenever possible.

Hiring Process

• Application
• Assessment (sent via email; please check your spam folder)
• Interview with a member of our recruiting team
• Final interviews and offer

Important

• This role requires the completion of an assessment built from synthetic (not real-world) data. Please check your inbox and spam folder regularly: you will get the email within 1–2 days after applying.
• Clipboard operates 24/7. Team members work 5 days within a 7-day schedule, including both Saturday and Sunday availability. We're currently looking to fill our Mon-Fri 6am-3pm PT shifts but that schedule could change in the future.
• Each candidate's compensation offer will be based on multiple factors including, but not limited to, relevant education, qualifications, certifications, experience, and geographic location.
• Do not take interviews via a mobile phone.

Quick Note on Scammers

Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members.