Description:
Our client, a leading social media company in Dublin, is looking for an Escalations Specialist to join their team on an 11-month contract.
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?
- Be an expert on enforcing standards and policies including some basic compliance policies
- Investigate reported escalations across multiple channels and respond to sensitive global partners inquiries
- Address traumatic, sensitive and potentially offensive content
- Communicate results of technical analyses with non-technical partners
- Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements
- Be comfortable dealing with high-pressure escalations, and grey areas and pulling in cross-functional experts, when appropriate, to resolve issues swiftly while putting users first
- The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Community Operations and others to problem-solve and develop solutions
- Attention to detail is a must — Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
- Deliver projects involving quantitative analysis, industry research, and strategy development
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- Please note that some weekend and holiday work will be required on a shift basis
What do I need?
- 5+ years of experience managing large-scale operations in a technology or social media company
- Experience in investigations, internet safety or equivalent environment
- Ability to multitask different priorities in a rapidly changing environment
- Strong project management and operations skills
- Sound judgment and ability to thrive under pressure
- Strong conflict management and negotiation skills
- Ability to influence across functional boundaries globally
- Experience defining process and operational guidelines