24/7 YouTube Escalation & Crisis Communications Lead

Google LLC; United Kingdom; In loco; GBP 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

YouTube’s Escalation team in the United Kingdom is seeking an Escalation Specialist to manage 24/7 rapid response for high-consequence social alerts and escalations. You will craft public-facing communications and coordinate with cross-functional teams including PR, Legal, and Trust and Safety.

This role requires on-call work, including weekends and overnight shifts on a rotational basis, and demands excellent editorial command of brand voice and risk mitigation.

Competenze

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, or trust and safety operations.

Mansioni

• Triage and resolve sensitive, high-consequence social alerts and escalations under a 24-hour follow-the-sun model.
• Develop end-to-end external communications to safely de-escalate creator situations.
• Partner with PR, Legal, and Trust and Safety to synthesize crisis updates and alert executives within tight timelines.
• Drive process improvements by refining workflows and maintaining accurate metrics in tracking tools.
• Provide ecosystem insights to weekly internal trend reports as a platform expert.

Conoscenze

Public communications management

Crisis management

On-call rotations

Cross-functional collaboration

Brand voice management

Formazione

Bachelor's degree or equivalent practical experience

Descrizione del lavoro

YouTube’s Escalation team in the United Kingdom is seeking an Escalation Specialist to manage 24/7 rapid response for high-consequence social alerts and escalations. You will craft public-facing communications and coordinate with cross-functional teams including PR, Legal, and Trust and Safety.

This role requires on-call work, including weekends and overnight shifts on a rotational basis, and demands excellent editorial command of brand voice and risk mitigation.