Escalations Specialist

6 days ago

Singapore FACEBOOK SINGAPORE PTE. LTD. Full time
Roles & Responsibilities

Every day, people come to Meta's family of apps to connect with friends and family, discover what's going on in the world, interact with businesses, find potential customers, and build community. Meta's Global Operations team exists to help them.

Within Global Response Operations, our Community, Regulatory, & Legal Specialized Enforcement Operations team is focused on reducing bad experiences for people - including users, regulators, business, and advertisers through the enforcement of Meta's policies. We collaborate with teams from across Meta to resolve highly sensitive and complex cases. Our team is seeking a proactive, analytical team player who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely.

You will be part of a data-driven team and will also help scale our operations by optimizing and automating processes, solving problems and, most importantly, helping to prevent them. This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potential objectionable material. I.e., child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.

Responsibilities
  • Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (including content that may be graphic and objectionable)
  • Respond to escalated cases from users, regulators, and business/advertiser partners with high quality, accuracy, and speed
  • Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards
  • Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Workforce Strategy, Global Operations and others to problem-solve and develop solutions for a variety of issues and projects for users, regulators, and business/advertiser partners
  • Partner with cross-functional partners to drive continuous policy, product, and process improvements for users, regulators, and business/advertiser partners
  • Develop and design processes to drive efficiency and effectiveness and ensure essential key performance indicators are met
  • Work with cross-functional partners in Global Operations to manage the support and enablement experience offered via vendor programs, such as driving initiatives to improve vendor workflows, quality assurance and overall process efficiency
  • Recognize, analyze and disseminate abuse and business intelligence to relevant stakeholders, examples include emerging abuse trends, notifications of spikes in escalation metrics
  • Support with the review of additional content (incl. content that may be graphic and objectionable), in the unlikely event that the continuity of our business or elements of our business are at risk
  • Please note that some weekend work will be required on a shift basis
Minimum Qualifications
  • 3+ years experience in an online operation, analyst, escalations environment or similar
  • Experience prioritizing and balancing multiple functions, tasks, and requests
  • Experience working collaboratively with a variety of global cross-functional partners and sharing knowledge within a fast-moving organization
  • Willingness and experience working some weekends on a shift basis
  • Experience working independently and reliably under pressure timeframes in a fast-paced environment
  • Proactive self-starter with experience working in ambiguity
  • Analytical-thinking and problem-solving experience
  • Experience assessing intellectual property policy, graphic, sensitive and potentially offensive or controversial content
  • Capacity to work with graphic and objectionable content
  • Understanding the power of social media for business and our global community and the issues that are inherent to it
Preferred Qualifications
  • B.A. or B.S. degree
  • Experience facilitating user support communications with top quality service levels
  • Experience gathering and analyzing data to influence business decisions, improve internal systemic efficiencies, and/or understand risk trends in content
  • Experience in regulatory and/or business and advertiser intelligence programs (suggested, but will need to be assessed against actual experience)

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Tell employers what skills you have

Sales
Business Intelligence
Assessing
Social Media
Quality Assurance
Public Policy
Physics
Exploitation
Enforcement
Strategy
Intellectual Property
Pressure
Team Player
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