YouTube Crisis Response Lead
7 days ago
We are a fast-paced, dynamic 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. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process.
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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