Real-Time Escalation & Risk Response Lead

SALT TALENT SEARCH PTE. LTD.; Singapore; On-site; SGD 72,000 - 90,000; Full time

Job summary

SALT Talent is looking for an Escalation Enforcement Specialist in Singapore for a 12-month contract role. You will respond to real-time crises, identify emerging risks, and conduct investigations to assess how we benefit our communities.

The role requires strong collaboration with Public Policy, Core Policy, Legal, Sales, Product and Engineering to enforce terms of service and resolve high-priority escalations efficiently. Sinhalese and Tamil language proficiency is essential.

Qualifications

• 5+ years of operations experience in Escalations Management or Risk Management.
• Strategic thinker with track record of improving operations and customer experience.
• Strong cross-functional communication and stakeholder influence.
• Ability to make quick judgments under tight deadlines and priorities.
• Proficiency with analytical tools (Excel, SQL) to drive analytics.
• Proficient in Sinhalese and Tamil for Sri Lanka focused market.

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

Skills

Operational Experience

Thought Leadership

Communication

Judgment under Pressure

Analytical Tools

Sinhalese/Tamil Proficiency

Tools

Excel

SQL

Job description

SALT Talent is looking for an Escalation Enforcement Specialist in Singapore for a 12-month contract role. You will respond to real-time crises, identify emerging risks, and conduct investigations to assess how we benefit our communities.

The role requires strong collaboration with Public Policy, Core Policy, Legal, Sales, Product and Engineering to enforce terms of service and resolve high-priority escalations efficiently. Sinhalese and Tamil language proficiency is essential.