Escalation Specialist II - Safety

Escalation Specialist II – Safety

Bachelor’s Degree or equivalent education / experience.
2+ years of relevant experience in content moderation and/or customer support escalations.
Flexibility to work across time zones (outside of US shift hours), weekends and holidays – maintaining a shift rotation.
Experience in providing analyses or recommendations that inform policy and/or strategic decisions based on company policy.
Full professional proficiency in English; and one of the following languages is preferred: Spanish, French, German, Portuguese, Japanese, Hindi, Thai, Korean, or Urdu.
Other language competency is a plus.
Excellent business judgment and strategic thinking; extremely detail-oriented.
Experience working within a globally distributed support/operations team; experience in social media highly desirable.
Excellent written and verbal communication skills, with the ability to articulate and simplify complex topics, and present compelling arguments.
Passion and enthusiasm for protecting user safety and freedom of expression.

Own the end-to-end process to successfully resolve complex escalations, analyzing and interpreting content through the lens of X Rules and policies without bias, and provide a level of support that exceeds industry standards.
Collaborate effectively with internal customers and cross-functional stakeholders, performing comprehensive analysis of ambiguous problems and data-driven decisions to achieve resolution.
Conduct holistic investigations, assessing the impact of escalations, defining clear steps, and implementing a wide range of remediation measures to address both immediate concerns and long-term solutions.
Work seamlessly across multiple operational workflows, leveraging knowledge of geopolitical and cultural contexts to ensure sound judgment in problem resolution.
Maintain clear and proactive communication with stakeholders, ensuring they are informed and consulted throughout the process.
Continuously identify opportunities to streamline and optimize operational workflows across multiple tools, teams, processes, and policies to prevent future escalations.
Balance throughput time with delivering high-quality, customer-centric resolutions, ensuring a superior experience for all parties involved.
Join an on-call watch rotation, working closely with other members of the Safety team to develop a highly effective escalations process that meets or exceeds relevant service level agreements.