- Review and resolve escalated cases accurately and within established service levels.
- Interpret and apply platform policies, guidelines, and enforcement standards to complex or sensitive cases.
- Investigate ambiguous situations and make balanced decisions based on available information and policy requirements.
Job Description
We are seeking an experienced Escalations Enforcement Specialist to join a global team focused on maintaining platform integrity, user safety, and policy enforcement across large-scale digital products and services.
In this role, you will review and resolve complex escalations related to content, advertiser, commerce, and support-related issues. You will apply policy knowledge, strong analytical thinking, and sound judgment to make accurate enforcement decisions while collaborating with cross-functional stakeholders worldwide.
This is an excellent opportunity for professionals who thrive in fast-paced environments, enjoy solving challenging problems, and are passionate about trust & safety, investigations, and online platform governance.
Key Responsibilities
- Review and resolve escalated cases accurately and within established service levels.
- Interpret and apply platform policies, guidelines, and enforcement standards to complex or sensitive cases.
- Investigate ambiguous situations and make balanced decisions based on available information and policy requirements.
- Collaborate with cross-functional stakeholders to clarify issues and reach appropriate resolutions.
- Document findings and communicate decisions clearly, including rationale and supporting context.
- Escalate cases requiring specialised review or additional expertise when necessary.
- Stay up to date with policy updates, regulatory developments, workflow changes, and emerging technologies.
- Adapt to changing business priorities and support multiple escalation workflows as required.
- Contribute to maintaining a safe and trusted user and business environment across digital platforms.
Requirements
Must-Have Qualifications
- Minimum 7 years of experience in Trust & Safety, content moderation, escalations management, online operations, investigations, customer support, incident response, crisis management, or a related field.
- Strong critical thinking and decision-making skills, particularly in complex or ambiguous situations.
- Proven ability to interpret and consistently apply policies and operational guidelines.
- Experience managing multiple stakeholders and priorities simultaneously.
- Excellent written and verbal communication skills.
- Strong organisational skills and ability to perform under pressure.
- Comfortable learning and adapting to new technologies and AI-enabled tools.
- Ability to handle sensitive and potentially disturbing content professionally and objectively.
Preferred Qualifications
- Experience across both content integrity and advertiser or commerce enforcement environments.
- Proficiency with data analysis tools such as Excel, SQL, or similar.
- Experience working within global or cross-regional teams.
- Knowledge of digital platform regulations, online safety, or policy enforcement frameworks.
- Bachelor's degree or equivalent professional experience.
Work Environment
- Hybrid work arrangement with approximately 3 days in office per week.
- Candidates should be open to working different schedules based on business needs.
- Opportunity to collaborate with global stakeholders and cross-functional teams across multiple regions.
- Exposure to challenging and meaningful work that contributes directly to platform safety and user trust.
Important Note
As part of the role, employees may encounter content that some individuals may find offensive, graphic, disturbing, or otherwise objectionable. Appropriate support resources and wellbeing programmes are available to employees.
We regret to inform that only shortlisted candidates will be notified.
EA Reference: R22104900, Zheng Qimei
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544
