Escalations Specialist

Description:

Our client is a leading social media company with a vast global user base and is seeking for an Escalations Specialist. The team develops scaled solutions to user issues, protects users by decreasing negative engagement on the site and delivers qualitative and quantitative insight into user behaviour.

This individual will work to improve the overall user escalations experience and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function.

We are seeking a team-oriented strategic thinker who can optimize processes, go deep on investigations, solve challenging problems and most importantly, help prevent them in future.

Sounds great! What will my day-to-day look like?

• Enforce compliance policies
• Investigate escalations across channels and respond to global partners' inquiries
• Address traumatic and sensitive content
• Communicate technical analysis results to non-technical partners
• Analyze data and trends to improve escalation processes and recommend policy improvements
• Handle high-pressure escalations, involving cross-functional experts when necessary
• Coordinate with global teams, including Public Policy, Legal, and Community Operations
• Stay updated on workflow changes, guidelines, and Community Standards
• Use tools and data to analyze trends and improve processes
• Note: Weekend and holiday work required on a shift basis

What do I need?

• 2- 5 years of experience managing large-scale operations in a technology or social media company
• Experience in investigations, internet safety or equivalent environment
• Strong project management and operations skills
• Strong conflict management and negotiation skills
• Experience defining process and operational guidelines
• Proficiency in tools such as SQL and Excel to drive analytics and reporting