Policy Escalation Specialist, YouTube (Urdu, Bengal)

Google; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company in Singapore is seeking a Trust & Safety professional to manage user content escalations effectively for its YouTube platform. Responsibilities will include reviewing controversial content and collaborating with cross-functional teams to ensure safety standards. The position requires strong problem-solving capabilities and fluency in Urdu and Bengali to support policy management in the region. Seeking candidates with a Bachelor's degree and at least 2 years of relevant experience, including working non-standard hours.

Qualifications

• 2 years of experience in Trust and Safety, policy, cybersecurity, or related fields.
• Experience in managing operational efficiency and process management.
• Ability to work non-standard hours including weekends.

Responsibilities

• Manage escalations for the South Asia market in Trust and Safety.
• Review escalated graphic and controversial video content.
• Ensure all escalations are triaged, tracked, and resolved.

Skills

Fluent in Urdu

Fluent in Bengali

Data-driven strategy

Problem-solving

Operational efficiency

Education

Bachelor's degree or equivalent

Job description

Minimum Qualifications

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in Trust and Safety, policy, cybersecurity, content policy/review, anti-abuse, data analytics or a related field.
• Ability to communicate in Urdu and Bengali fluently to support policy management in this region.
• Ability to work non-standard, on-call rotation work hours, including weekends.

Preferred Qualifications

• Experience in managing operational efficiency and process management.
• Ability to solve problems, and work in a changing environment.
• Ability to use data to drive strategy and business action.
• Ability to build relationships with cross-functional partners across geographies.

About the Job

Fast-paced, dynamic, and proactive, YouTube’s Trust & Safety team is dedicated to making YouTube a safe place for users, viewers, and content creators around the world to create, and express themselves. Whether understanding and solving their online content concerns, navigating within global legal frameworks, or writing and enforcing worldwide policy, the Trust & Safety team is on the frontlines of enhancing the YouTube experience, building internet safety, and protecting free speech in our ever-evolving digital world.

In this role, you will ensure that we deliver performance goals for escalations of questionable content. You will manage the response to these escalations globally and use a variety of tools, communications, and facilitation methods to ensure that issues are triaged and the right stakeholders are involved in resolution. You will help to test new processes, systems, and infrastructure to manage escalations. You will work with data around incidents and search for trends, impact, and possible improvements. You will be required to work on‑call on weekends and holidays on a rotational basis. At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting‑edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.

Responsibilities

• Manage escalations, with a focus on the South Asia market, as part of the Asia‑Pacific (APAC) Headquarters team in the Trust and Safety organization.
• Review and manage escalations, including graphic and controversial video content, in line with YouTube’s Community Guidelines.
• Ensure that all escalations are triaged, tracked, investigated, resolved and communicated using internal tools and systems. Manage or assist in conducting reviews to capture lessons‑learned and ensure regular follow‑up for any items identified.
• Analyze, identify, prioritize, and deliver operational improvement opportunities.
• Partner with cross‑functional teams to define and implement the plan for resolving escalations.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.