Escalations Specialist
An Escalations Specialist is sought to support a multinational Tech client.
Responsibilities:
* Interpret and enforce the platform's terms of service, including Community Standards, Advertiser & Commerce Policies, and Intellectual Property Regulations.
* Review, investigate, and process reported escalations across the product suite, addressing sensitive global partner inquiries, including reports of alleged legal rights infringements, user complaints, and partner concerns.
* Proactively investigate, troubleshoot, and drive complex escalations to resolution, communicating with cross-functional teams throughout the process.
* Analyse relevant data and escalation trends to improve the overall escalation process, providing recommendations for process, policy, and product improvements.
* Handle high-pressure escalations, manage grey areas, and collaborate with subject-matter experts to resolve issues promptly.
* Coordinate with global cross-functional teams, including Public Policy, Legal, Sales, Product, and Operations, to solve problems and develop solutions.
* Stay updated on key workflow changes, operational guidelines, policy updates, and enforcement standards.
* Use strategic tools, systems, and data to analyse trends, deliver insights, set goals, and drive process improvements.
* Address sensitive content issues, including graphic images, videos, offensive language, and other objectionable material as necessary.
Minimum Qualifications:
* 2-3 years of experience in an online operations, analyst, project management, consulting, or escalations environment.
* Strong analytical thinking and problem-solving skills.
* Proven ability to drive high-priority cases through resolution processes.
* Experience managing projects and coordinating with a range of global cross-functional partners.
* Effective communication with diverse audiences.
Preferred Qualifications:
* 2-3 years of experience in an online operations, analyst, project management, consulting, or escalations environment.
* B.A. or B.S. degree in a relevant discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.
* Experience using analytical tools (such as Excel or SQL) to drive analytics and reporting.
* Understanding of the changing landscape of social media.
* Familiarity with operational guidelines and knowledge of the platform's suite of products.