Escalations Specialist

Salt is looking to hire an Escalations Specialist for a Social Media client on a yearly renewable contract assignment to support in day-to-day operations to drive impact and strengthen user trust across the client’s applications.

Job Description:

· 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, 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.

Requirements:

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

· Demonstrated analytical-thinking and problem-solving experience.

· Experience driving high-priority cases through process of resolution.

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

· Experience communicating with a variety of audiences.

If this role sounds like your ideal job move, please reach out to me, Jaya at jvenkataraman@welovesalt.com alternatively you may apply via the system!

Regret only shortlisted candidates will be notified.

CEI No: R1659595 / EA No: 07C3147

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