Escalations Content Specialist

Salt Digital Recruitment; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Salt Talent in Singapore is seeking an Escalation Enforcement Specialist for a 6-month contract with renewal potential. The role centers on responding to real-time crises, evaluating emerging risks, and conducting investigations to protect communities.

You will enforce policies, manage escalations, and coordinate with Public Policy, Legal, Sales, Product, and Engineering as needed. The ideal candidate has 5+ years in escalations or risk operations, strong analytical skills (Excel/SQL), and a

Qualifications

• 5+ years of operations experience in escalations or risk management.
• Strategic thinker with track record of improving operations.
• Strong ability to influence across teams and meet deadlines.
• Experience using analytical tools to drive decisions.

Responsibilities

• Review and investigate high priority escalations across applications and respond to sensitive inquiries
• Address sensitive content and ads issues following policies
• Enforce terms of service and policy guidelines across platforms
• Use internal tools for escalations management and surface tooling gaps
• Adapt to changing requirements and prioritize requests effectively
• Solve problems under pressure and communicate with stakeholders promptly

Skills

Escalations management

Risk management

Communication

Analytical tools

Tools

Excel

SQL

Job description

SALT Talent is looking for an 'Escalation Enforcement Specialist' in Singapore for a Social Media client for 6 months & renewable contract. In this role you will be expected to respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations and assess what we could be doing to 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

Qualification

• 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 7 Salt is acting as an Employment Business in relation to this vacancy.