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Mediation Specialist (Remote)

Expired Job

Upwork Roanoke , TX 76262

Posted 1 month ago

Upwork is currently looking for a Mediation Specialist to join the Marketplace Experience team. As a Mediation Specialist you will guide users through the dispute resolution process once a dispute has been filed. We look for great people who are driven to achieve extraordinary results and want to make a positive difference through their work.

  • Facilitate dispute resolution through support tickets and our online dispute resolution platform as needed with the client and freelancer to affect a resolution.
  • Track and manage ongoing mediation cases within a strict timeline.
  • Respond to customer inquiries via Zendesk in an efficient and effective manner.
  • Lead Dispute Conference Calls between users who are party to a dispute.
  • Investigate complex issues and make decisions about how to resolve them.
  • Identify problem users for review in order to maintain the user community and the Upwork brand.
  • Provide feedback to management regarding necessary changes and updates; including policies, upgrades and customer issues.
  • Has excellent command of the English language (specifically written, with emphasis on grammar and spelling).
  • Assist with new projects as needs require.


  • Experience working with volatile users and staying calm under pressure.
  • Have a reliable Internet connection and utilities as the individual will be a key member of our team. Stable Internet connectivity is critical to success in the role.
  • Laptop with a min of 8GB of RAM or any PC with a modern CPU, antivirus software, and must meet the following minimum requirements:
  • Windows 10, 8.1, 8 and 7
  • Mac OS x10.8 and later
  • Linux Intel (x64)
  • Have the ability to use Skype and Google Hangouts as needed with other Upwork team members.
  • Be comfortable with flexible duties as assigned to support the Marketplace Experience team.
  • Previous Upwork (formerly oDesk) experience and customer service experience a plus.
  • Conflict resolution or mediation experience a plus.
  • 4 or more years of experience in a customer service role in an online environment.
  • Proficient with Google Docs and Google Mail.
  • Previous experience with Zendesk preferred.
  • Able to work an 8-hr shift within 6AM-6PM PST
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Mediation Specialist (Remote)

Expired Job