Social Triage Specialist IV, Muse

Crystal Equation Corporation; Menlo Park (CA); Hybrid; USD 48,000 - 55,000; Full time

Benefits offered by this job

Full benefits

Paid time off

Medical/Dental/Vision/Life insurance

401K

Parental leave

Job summary

Crystal Equation Corporation is seeking a Social Triage Specialist IV to monitor social platforms, primarily X, for mentions of our product with very low latency. You will classify posts using the live triage rubric and own the Tier 2 process end-to-end, responding publicly or via DM and driving toward a clear resolution.

This role requires shift-based scheduling including evenings and weekends, strong written communication, crisp judgment under time pressure, and rigorous logging.

Qualifications

• Experience responding to users in public social channels on behalf of a brand or product.
• Demonstrated judgment under time pressure with escalation when needed.
• Strong, concise written voice for public reply threads.
• Comfort with technical product detail to extract a usable repro.
• Ability to work a shift-based schedule, including evenings and weekends.
• Rigorous logging of every interaction and outcome.

Responsibilities

• Monitor inbound product mentions on a continuous sweep cadence.
• Classify every post against Tier 1 / 2 / 3 rubric using live-pass dimensions.
• Make the elevate-or-not call with high precision.
• Immediately route hard-override cases to the Tier 1 queue for comms and on-call.
• Log Tier 3 posts to the signal store with no outreach.
• Own Tier 2 end to end.
• Respond to the user on-platform, ask clarifying questions to establish a repro, and drive the thread to a resolution.
• Extract and log the repro, assign an issue category, and track it to closure.
• Record tier, tier_reason, and scoring_mode for auditability.
• Draft and reuse approved response language; elevate when external language is needed.
• Hand off cleanly on shift change with a live queue state.
• Surface recurring themes from Tier 2 and Tier 3 to product and comms partners.

Skills

Public social responses

Brand communication

Decision under pressure

Concise writing

Technical repro skills

Shift work

Logging discipline

Job description

Social Triage Specialist IV Remote

Monitor social platforms, primarily X, for mentions of product at very low latency; classify each mention against the product triage rubric; and personally own the middle bucket: posts that warrant a response but do not warrant executive engagement. Engage the user publicly or by DM, resolve the issue, and close the loop.

Responsibilities

• Monitor inbound product mentions on a continuous sweep cadence (queue polled roughly every 2 minutes) and apply a first-pass tier within the 30-minute live-pass latency target.


• Classify every post against the Tier 1 / 2 / 3 rubric using the live-pass dimensions only: account context (follower count, historical engagement, verified outlet or credentialed journalist, known amplifier) and content (misinformation, claim severity, exec tagged or named, specific product issue, repro present).


• Make the elevate-or-not call with high precision.


• Immediately route hard-override cases (misinformation, damaging press claim, exec tagged or named) to the Tier 1 queue for comms and on-call.


• Log Tier 3 posts to the signal store with no outreach.


• Own Tier 2 end to end.


• Respond to the user on-platform, ask clarifying questions needed to establish a repro (prompt, settings, model, steps, screenshots), and drive the thread to a stated resolution.


• Extract and log the repro, assign an issue category, file or link the corresponding bug, and track it to closure so the user gets a real answer rather than an acknowledgement.


• Record tier, tier_reason, and scoring_mode on every item so misclassifications are auditable, and flag posts that are below threshold but trending for continued re-scoring.


• Draft and reuse approved response language for recurring product issues; elevate to comms when a situation needs net-new external language rather than improvising it.


• Hand off cleanly on shift change with a live queue state, including open threads, pending repros, and anything held for the maturity pass.


• Surface recurring themes from Tier 2 and Tier 3 volume to product and comms partners on a regular cadence.

Minimum viable product expertise (developed in ramp)

Working fluency in product's surfaces, generation flows, model behavior, and known limitations, sufficient to tell a real defect from expected behavior, a user error, or a feature request. Familiarity with current known issues, shipped fixes, and public positioning, so the responder does not confirm something already resolved or speculate on anything unannounced. Ability to judge whether a complaint is concrete enough that an engineer could act on it, which is the actual Tier 2 bar.

Requirements

• Experience responding to users in public social channels on behalf of a brand or product, with a track record of de-escalating rather than inflaming.


• Demonstrated judgment under time pressure and incomplete information, with a bias toward escalating ambiguous reputational risk rather than absorbing it.


• Strong, concise written voice that holds up in public reply threads.


• Comfort with technical product detail: can read a stack of screenshots and prompt settings and turn it into a usable repro.


• Ability to work a shift-based schedule, including evenings and weekends, to sustain continuous low-latency coverage.


• Rigorous logging discipline. Every call is recorded with the rule that fired it.

Preferred qualifications

• Prior work in a trust and safety, community, social care, or incident-adjacent triage function.


• Prior exposure to generative AI image or video products and the common failure modes users report.


• Familiarity with social listening and queue tooling.

Pay range is $35 - $40 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

THE PROMISES WE MAKE

At Crystal Equation, we empower people and advance technology initiatives by building trust.

For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.