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Associate Principal Consultant at RECRUITERS | Contracting
Escalations Specialist
* Location: Dublin – fully onsite
* Contract starts: 28th April 2025
* Language requirement: Asian
Responsibilities
* Interpret and enforce terms of service (either our Community Standards, Advertiser & Commerce Policies, and Intellectual Property Regulations)
* Review, investigate and process reported escalations across the 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
* 2-3 years of experience in Escalation background in social media or online presence
* Risk background and/or Trust and Safety background
* Experience in enforcement on policy’s
* Language support – Asian, Spanish would be amazing to have
* Investigating background – RCA’s – policies and issues
* 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
* 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
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
* Software Development
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