Senior Support Operations Manager YouTube
4 days ago
As a member of our YouTube Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations.
Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution — making YouTube an exceptional user experience for everyone.
We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process.
Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world.
We explore new ideas, solve real problems, and have fun — and we do it all together.
Main Responsibilities
- Manage critical social alerts and escalations, working closely with Public Relations, Trust & Safety, Product, and Engineering teams.
- Triage and handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.
- Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.
Requirements
To succeed in this role, you will need:
- A Bachelor's degree or equivalent practical experience.
- 2 years of experience in journalism, public relations, internal or executive communications, or a related field.
- Ability to communicate in English and Korean fluently.
- Experience managing external communications on social media; strong editorial point of view for the YouTube brand voice and tone.
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