Escalation Specialist (Trust & Safety)

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• Interpret and enforce Metas terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)
• Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
• Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
• Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
• Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
• Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
• Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
• Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
• Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed
• Anticipate the societal effects of different forms of online speech and behavior, and test hypotheses and assumptions about online activity in an operations setting

Minimum Qualifications

• 2-4 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
• Demonstrated analytical-thinking and problem-solving experience
• Highly organized and proactive
• Experience working with graphic and objectionable content
• Experience driving high-priority cases through process of resolution
• Experience managing projects and coordination with a variety of global cross-functional partners
• Experience communicating with a variety of audiences

Preferred Qualifications

• 2-4 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
• B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science
• Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
• Understanding of how the broader social media landscape is changing
• Understanding of Facebooks operational guidelines and knowledge of Facebooks suite of products

• Seniority level Not Applicable

• Employment type Contract

• Job function Analyst
• Industries Technology, Information and Media

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Information :

• Company : Tundra Technical Solutions
• Position : Escalation Specialist (Trust & Safety)
• Location : Singapore
• Country : SG