Escalation Specialist
9 or 12 Month Contract (Open for extension)
Responsibilities
- Interpret and enforce the companies terms of service (either our Community Standards, Advertiser & Commerce Policies, and Intellectual Property Regulations)
- Review, investigate and process reported escalations across the client's product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
- Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
- Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
- Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
- Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
- Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
- Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
- Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed
Minimum Qualifications
- 5-7 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
- Demonstrated analytical-thinking and problem-solving experience
- Experience driving high-priority cases through process of resolution
- Experience managing projects and coordination with a variety of global cross-functional partners
- Experience communicating with a variety of audiences
Preferred Qualifications
- 5-7 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science
- Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
- Understanding of how the broader social media landscape is changing
- Understanding of the client's operational guidelines and knowledge of the client's suite of products
Cheah Wei Ee
Senior Consultant
Registration Number, R23114782
Peoplebank Singapore Pte Ltd
EA Licence Number, 08C5248
EA Licence: 08C5248
