Job Opportunity: Escalations Specialist (Fully Onsite)
Location: Fully onsite Ballsbridge, Dublin
Contract Type: 6 months
About the Role:
We are looking for an experienced Escalations Specialist to join a global regulatory team that is responsible for handling high-priority user escalations and ensuring compliance with platform policies. This role offers the opportunity to work in a fast-paced environment, providing critical support in investigating and addressing user issues while helping to avoid regulatory risks. You will collaborate across various teams to manage escalations and develop insights to improve the overall process.
The ideal candidate will have a strong investigative background, attention to detail, and the ability to thrive under pressure. You will play a key role in supporting the regulatory team in managing user issues such as fraud, gambling, child safety, hate speech, and more. Additionally, we are looking for someone with strong team spirit and the ability to work collaboratively in a multicultural, global team.
Key Responsibilities:
- Enforce community standards and policies for social media platforms, including compliance regulations.
- Investigate user escalations across multiple channels and respond to sensitive inquiries from global partners.
- Address potentially offensive or traumatic content in alignment with platform guidelines.
- Analyse data from escalation trends to suggest process, policy, and product improvements.
- Work under pressure to resolve escalations swiftly, pulling in experts when necessary, while keeping user safety at the forefront.
- Coordinate with global teams including Public Policy, Legal, and Community Operations to address critical issues and develop solutions.
- Stay updated on workflow changes, policy updates, and operational guidelines.
- Respond to escalating issues related to gambling, fraud, child safety, and hate speech, providing clear reports and breakdowns.
- Manage cases depending on their severity and escalate when necessary.
- Participate in weekly team meetings and provide updates on active cases and challenges.
Minimum Qualifications:
- 5+ years of experience managing large-scale operations in technology or social media.
- Strong understanding of community standards and compliance policies.
- Experience with investigations and internet safety or similar fields.
- Ability to multitask and manage competing priorities in a fast-paced environment.
- Strong project management and operations skills.
- Sound judgment and ability to thrive under pressure.
- Conflict management and negotiation skills.
- Ability to influence and collaborate across global teams.
- Experience defining processes and operational guidelines.
- Proficiency in SQL and Excel for analytics and reporting.
Good-to-Have Skills:
- Team-oriented with strong collaboration skills.
- Experience in tech or escalation work.
- Unique language skills from an AMET region (Africa, Middle East, Turkey).
Typical Day in the Role:
- In-office support for the global team with a focus on reviewing escalations across different markets.
- Investigate specific user issues such as fraud, child safety, gambling, and hate speech.
- Respond to escalations, provide breakdowns to managers, and attend weekly meetings to stay aligned with team goals.
- Adapt to rapidly changing priorities as each case can differ based on its severity.
