Escalations Specialist

Job Description

We are hiring an Escalations Specialist to join a high-impact operations team responsible for managing complex and time-sensitive issues across a global digital platform.

In this role, you will investigate and resolve high-priority cases, respond to emerging risks, and work closely with cross-functional teams to deliver timely and effective solutions. You will play a key role in maintaining platform integrity and ensuring a safe user experience.

This is an excellent opportunity for candidates who thrive in fast-paced environments, enjoy problem-solving, and want to work on issues with real-world impact.

Key Responsibilities

• Investigate and resolve high-priority escalations in a timely and accurate manner
• Review and assess sensitive or complex content and cases
• Apply internal policies and guidelines consistently when making decisions
• Collaborate with cross-functional teams such as Legal, Policy, Product, and Operations
• Manage multiple priorities and make sound decisions under pressure
• Identify trends and contribute to process and policy improvements
• Support response efforts during critical events or incidents

Important Information

This role may involve exposure to potentially disturbing or sensitive content (e.g. graphic or harmful material). Appropriate training and support resources will be provided.

Requirements / Must-Have

• 5-7+ years of experience in operations, escalations management, trust & safety, risk, or a related field
• Strong analytical thinking and problem-solving skills
• Ability to prioritise effectively and work under pressure
• Excellent communication and stakeholder management skills

Preferred

• Experience in investigations or trust & safety within a tech or digital platform environment
• Familiarity with data analysis tools (e.g. Excel, SQL)
• Experience working with global teams across time zones
• Bachelor's degree or equivalent experience in a relevant field

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