Escalation Specialist

Salt is hiring an ‘Escalation Specialist’ wherein you will be involved in content review and moderation while also proactively recognizing and assessing emerging risks. You will perform risk-related investigations to better support our communities through improved strategies and practices.

This a contractual position in Singapore.

Responsibilities

· Interpret and enforce 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 and respond to sensitive global partners inquiries

· 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, analyse 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 analyse 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

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

· 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

CEI No: R1223390 | Licence No: 07C3147

Salt is acting as an Employment Business in relation to this vacancy.