High Priority Escalation Strategist

1 week ago

Singapore beBeeEscalations Full time $90,000 - $120,000
Job Description

This is a unique opportunity to join our team as a High Priority Escalations Specialist. In this role, you will be responsible for strategically investigating, enforcing, and coordinating response for the most important issues on our platforms.

  • Review and investigate high priority escalations across our family of apps and respond to sensitive inquiries
  • Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings
  • Interpret and enforce our terms of service, including but not limited to Community Standards and Product specific guidelines
  • Using 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 family of apps and propose creative solutions in high pressure escalations, ambiguous scenarios, and work with a sense of urgency
  • Work in a 24/7 Global team which requires on call shifts including rotational weekends and after-hours work
  • Understand the Escalations ecosystem and leverage different teams for their primary expertise as required

Key Responsibilities:

• High Priority Escalations Investigation and Response

• Sensitive Content and Ads Issue Resolution

• Terms of Service Enforcement

• Escalations Management Tooling

• Prioritization and Problem-Solving

• Team Collaboration and Communication

Minimum Qualifications:

  • 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

Benefits:

We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. Our team members enjoy a collaborative and dynamic work environment that fosters creativity and innovation.

Others:

We strive to create a workplace culture that values diversity, equity, and inclusion. If you share our passion for social responsibility and community impact, we encourage you to apply.

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