Salt Talent Search is looking for an Escalation Specialist for a 12 months extendable contract role

Responsibilities -

Serve as an expert to interpret and enforce terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines).
Investigate and resolve emerging risks that are reported on products, such as requests for account support and potentially abusive content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material across organic, ads and commerce.
Gather, analyze and utilize data from escalations and content/ad reviews to develop improvements for the overall escalation process, policies, products, and generate operational insights for the supported community
General program management to define project scope, develop and execute plans, drive risk and compliance activities
Drive effective, concise and persuasive program communications/collaboration, including root cause analysis, internal/external escalations coordination and communications to leadership, and business recommendations for broader stakeholder groups
Showcase grace under pressure and ensure effective and timely collaboration with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
Adapt to changing requirements and prioritize escalation requests effectively
Liaise closely with our vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.

What Will You Do:

5+ years of experience in Trust & Safety or Online Operations for a tech company, consulting, operations or similar roles
Strategic thinking with a proven track record of enhancing customer experience through innovation and continuous improvement
Strong communication skills and ability to build relationships and influence stakeholders across functional boundaries and globally
Ability to work with graphic and objectionable content coupled with a broad understanding of Standards
Ability to make judgments under tight deadlines and competing priorities
Proficiency/ Basic knowledge in analytical tools (e.g., Excel, SQL) for driving analytics, reporting and operational decision-making
Experience driving collaboration of cross-functional teams, coordinating effectively, and inspiring others
Experience communicating effectively via various formats, time zones and audiences, including within operations teams and across with key stakeholders and senior leadership

CEI No: R1763696 | Licence No: 07C3147

Escalation Specialist

Escalation Specialist (Trust & Safety)