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
