Digital Crisis Resolution Expert

4 days ago


Singapore Google Full time
About the Team

You will be part of a fast-paced, dynamic, and proactive team that provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users' voices to help shape product solutions.

Responsibilities
  • Manage critical social alerts and escalations
  • Triage and handle a wide range of escalations
  • Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols

The successful candidate will be a subject matter expert on YouTube, Creator, and Industry social media conversations, contributing valuable insights to weekly internal reports. Participation in an on-call weekend rotation is also required, where the candidate will independently operate as an Incident Manager during select weekends and holidays to manage P0 incidents and send Exec social alerts.



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