Escalations Specialist

Salt Digital Recruitment; Singapore; On-site; SGD 1 - 2; Full time

Job summary

SALT Talent in Singapore is seeking an Escalation Specialist for a 12‑month contract to respond to real‑time crises and assess emerging risks for a social media client.

You will investigate high‑priority escalations, enforce content and policy guidelines, and collaborate with Policy, Legal, Sales, Product and Engineering to protect communities.

Qualifications

• 5+ years of operations experience in Escalations Management or Risk Management.
• Strategic thinker with a track record of transforming operations to improve customer experience.
• Proven ability to build relationships and influence across functions and global teams.
• Experience making judgments under tight deadlines and competing priorities.
• Experience using analytics tools (Excel/SQL) to drive decisions.

Responsibilities

• Review and investigate high priority escalations across applications and respond to sensitive inquiries.
• Address sensitive content and ads issues including offensive material.
• Interpret and enforce terms of service and policies across products.
• Use internal tools for escalations management and surface tooling gaps.
• Adapt to changing requirements and prioritize escalation requests.
• Solve problems and propose creative solutions under pressure with urgency.
• Communicate effectively with internal stakeholders across multiple teams.

Skills

Escalations Management

Risk Management

Communication

Judgment under pressure

Analytics tools (Excel/SQL)

Tools

Excel

SQL

Job description

SALT Talent is looking for an Escalation Specialist in Singapore for a Social Media client for 12 months & renewable contract role. 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: R1659595 / EA No: 07C3147
• Salt is acting as an Employment Business in relation to this vacancy.