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Escalation Resolution Specialist

2 weeks ago

Dublin, Dublin City, Ireland Recruiters Full time

Job Summary:

We are seeking an experienced Escalations Specialist to join our team. As an integral part of our trust and safety operations, you will work to resolve complex cases, enforce community policies, and collaborate with cross-functional teams to drive positive outcomes.

Responsibilities:

  1. Investigate and resolve sensitive user reports, partner escalations, and potential policy violations.
  2. Apply community guidelines, advertiser policies, and intellectual property regulations to ensure a safe digital environment.
  3. Manage high-stakes cases, working closely with legal, public policy, product, and operational teams.
  4. Analyze data insights and trends to suggest process, policy, and product improvements.
  5. Handle challenging cases involving objectionable content, legal inquiries, and platform integrity concerns.
  6. Collaborate with teams worldwide to develop solutions for evolving digital challenges.

Requirements:

  1. 2-4 years of experience in online operations, risk analysis, project management, or escalations.
  2. Strong analytical and problem-solving skills.
  3. Experience handling high-priority issues and working under pressure.
  4. Exceptional communication skills.
  5. Comfort with sensitive content and understanding of digital spaces' impact.
  6. A background in Business, Law, Public Policy, International Relations, or Computer Science.
  7. Experience with data analysis tools.
  8. A strong understanding of social media platforms and online community dynamics.