Crisis Resolution Specialist

5 days ago

Singapore beBeeRisk Full time $90,000 - $120,000
Job Title: Crisis Resolution Strategist

Our organization is seeking a skilled and experienced Crisis Resolution Strategist to join our team. As a key member of our Global Response Operations, you will be responsible for advocating for and protecting individuals, communities, and businesses from risk.


As a Crisis Resolution Strategist, you will possess demonstrated experience of working conceptually and strategically, with a proven track record of transforming operations to enhance customer experience through innovation and continuous improvement.


You will also have the ability to build relationships and influence across global cross-functional teams, making sound judgments under tight deadlines and competing priorities.


Responsibilities:
  • Review and investigate high priority escalations across our platforms and respond to sensitive inquiries
  • Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, or other offensive material
  • Interpret and enforce our terms of service, including Community Standards, Advertiser & Commerce Policies, and Product specific guidelines
  • Use various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
  • Adapt to changing requirements and scope on escalations and prioritize requests effectively
  • Solve problems on our platforms and propose creative solutions in high pressure escalations, ambiguous scenarios, and work with a sense of urgency
  • Communicate effectively and timely with multiple internal stakeholders, including Public Policy, Core Policy, Legal, Sales, Product, and Engineering
  • Work in a 24/7 Global team which requires on call shifts, rotational weekends, and after-hours work
  • Understand the Escalations ecosystem and leverage different teams for their primary expertise as required
  • Proactively and independently 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
  • Ensure seamless collaboration with the Global team and partner cross functional teams

Requirements:
  • 4+ years of experience in Escalations Management, Risk Management, Consulting, or a similar role
  • Demonstrated experience of working conceptually and strategically, with a proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
  • Demonstrated experience building relationships and influencing across global cross-functional teams
  • Proven experience making sound judgments under tight deadlines and competing priorities

Preferred Qualifications:
  • 4+ years of experience in an Investigations role, Trust & Safety, or Online Operations for a tech company
  • Bachelor's or advanced degree in business, philosophy, policy, information systems, journalism, legal, Government entities, or equivalent
  • Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
  • Expertise managing projects or programs across timezones with multiple stakeholders

We are committed to helping people connect, find communities, and grow businesses. Our technologies have revolutionized the way people interact and share ideas, and we continue to push the boundaries of what is possible with augmented and virtual reality.

Join us on this exciting journey and help us create a better future for everyone.

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