Escalation Specialist

Salt; Singapore; Sur place; USD 46 214 - 77 024; Plein temps

Résumé du poste

An innovative company is seeking an Escalations Specialist to manage real-time crises and proactively identify emerging risks. This pivotal role involves interpreting terms of service, investigating risks, and enhancing community safety through improved strategies. You will collaborate with various internal stakeholders, ensuring effective communication and operational excellence. With a focus on strategic thinking and strong analytical skills, this position offers a dynamic environment where your contributions can significantly impact community well-being. If you're passionate about safety and innovation, this role is a perfect fit for you.

Qualifications

• 5+ years in Trust & Safety or Online Operations for tech companies.
• Strong strategic thinking and communication skills.

Responsabilités

• Interpret and enforce terms of service and Community Standards.
• Investigate and resolve emerging risks and account support requests.
• Drive effective communications and collaboration across teams.

Connaissances

Trust & Safety

Online Operations

Strategic Thinking

Communication Skills

Analytical Tools (Excel, SQL)

Cross-Functional Collaboration

Outils

Excel

SQL

Description du poste

Salt is hiring an ‘Escalations Specialist’. Your role will involve responding to real-time crises while also proactively recognizing and assessing emerging risks. You will perform risk-related investigations and consider ways to better support our communities through improved strategies and practices. This role places you at the center of managing crises, elections, and unconventional issues arising on our platforms, ensuring the continued safety and well-being of our user communities.

Responsibilities

1. Serve as an expert to interpret and enforce terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines).
2. Investigate and resolve emerging risks that are requests for account support and potentially abusive content.
3. Gather, analyze and utilize data from escalations and content/ad reviews to develop improvements for the overall escalation process, policies, products, and generate operational insights for the supported community.
4. General program management to define project scope, develop and execute plans, drive risk and compliance activities.
5. Drive effective, concise and persuasive program communications/collaboration, including root cause analysis, internal/external escalations coordination and communications to leadership, and business recommendations for broader stakeholder groups.
6. Showcase grace under pressure and ensure effective and timely collaboration with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product, and Engineering.
7. Adapt to changing requirements and prioritize escalation requests effectively.
8. Liaise closely with our vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.

Minimum Qualifications

1. 5+ years of experience in Trust & Safety or Online Operations for a tech company, consulting, operations or similar roles.
2. Strategic thinking with a proven track record of enhancing customer experience through innovation and continuous improvement.
3. Strong communication skills and ability to build relationships and influence stakeholders across functional boundaries and globally.
4. Ability to make judgments under tight deadlines and competing priorities.
5. Proficiency/Basic knowledge in analytical tools (e.g., Excel, SQL) for driving analytics, reporting and operational decision-making.
6. Experience driving collaboration of cross-functional teams, coordinating effectively, and inspiring others.
7. Experience communicating effectively via various formats, time zones and audiences, including within operations teams and across with key stakeholders and senior leadership.