Escalations Specialist

SALT is hiring an ‘Escalations Specialist’ who would respond to real-time crises, identify, and evaluate emerging risks, conduct risk-related investigations and assess what we could be doing to best benefit our communities. This is a contract role in Singapore.

Responsibilities

· Review, investigate and process reported escalations across the 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, 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 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

Minimum Qualifications

· 5-7 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike

· Experience driving high-priority cases through process of resolution

· Understanding of how the broader social media landscape is changing

· Experience managing projects and coordination with a variety of global cross-functional partners

· Demonstrated analytical-thinking and problem-solving experience

Manage your job search in the right direction by applying via the links below. Alternatively, you can reach out on nagarwal@welovesalt.com for more details.

(CEI No: R1223390 | Licence No: 07C3147)

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