Escalation Enforcement Specialist

Salt Digital Recruitment; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Salt Digital Recruitment in Singapore seeks an Escalation Enforcement Specialist on a 12-month renewable contract with a Social Media client. You will review and investigate high priority escalations, respond to sensitive inquiries, and enforce platform policy across multiple teams.

You will collaborate with Public Policy, Core Policy, Legal, Sales, Product and Engineering to assess risks, resolve incidents quickly, and propose improvements while maintaining composure under pressure.

Qualifications

• 5+ years of operations experience in Escalations Management, Risk Management, Consulting or similar
• Strong communication and relationship-building across global teams
• Proven ability to make judgments under tight deadlines and competing priorities
• Experience using analytical tools to drive analytics and operational decisions

Responsibilities

• Review and investigate high priority escalations across applications and respond to sensitive inquiries
• Address sensitive content and ads issues and enforce applicable policies
• Interpret and enforce terms of service and product guidelines
• Use internal tools for escalations management and surface tooling gaps
• Adapt to changing requirements and priorities in escalations
• Propose creative solutions in high-pressure escalations with urgency and clear communication
• Collaborate with Public Policy, Core Policy, Legal, Sales, Product and Engineering

Skills

Escalations management

Risk management

Communication

Thought leadership

Decision making under pressure

Tools

Excel

SQL

Job description

Overview

Salt is looking for an Escalation Enforcement Specialist in Singapore for a 12-month renewable contract with a Social Media client. You will respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations, and assess how we can best benefit our communities.

Responsibilities

• Review and investigate high priority escalations across applications and respond to sensitive inquiries
• Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
• Interpret and enforce the terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
• Be comfortable using various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
• Adapt to changing requirements and scope on escalations and prioritize requests effectively
• Solve problems and propose creative solutions in high pressure escalations, ambiguous scenarios and work with a sense of urgency
• Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering

Qualifications

• Operational Experience: 5+ years of operations experience in Escalations Management, Risk Management, Consulting or a similar role
• Thought leadership: Strategic thinker with proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
• Communication: Demonstrated experience building relationships and influencing across functional boundaries and/or globally
• Demonstrated experience making judgments under tight deadlines and competing priorities
• Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making

CEI No: R1763696 | Licence No: 07C3147
Salt is acting as an Employment Business in relation to this vacancy.