Escalation Specialist

4 weeks ago

Singapore Tundra Technical Solutions Full time

Direct message the job poster from Tundra Technical Solutions

  • Interpret and enforce Meta's terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable))
  • Review, investigate and process reported escalations across the Facebook/Instagram product suite and respond to sensitive global partners inquiries (this includes incoming reports of alleged legal rights infringement, escalated user, press and partner inquiries, etc.)
  • Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process
  • 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
  • Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly
  • Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
  • Remain up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
  • Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes
  • Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed
  • Anticipate the societal effects of different forms of online speech and behavior, and test hypotheses and assumptions about online activity in an operations setting
Minimum Qualifications
  • 2-4 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
  • Demonstrated analytical-thinking and problem-solving experience
  • Highly organized and proactive
  • Experience working with graphic and objectionable content
  • Experience driving high-priority cases through process of resolution
  • Experience managing projects and coordination with a variety of global cross-functional partners
  • Experience communicating with a variety of audiences
Preferred Qualifications
  • 2-4 years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike
  • B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science
  • Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
  • Understanding of how the broader social media landscape is changing
  • Understanding of Facebook's operational guidelines and knowledge of Facebooks' suite of products
Seniority level
  • Not Applicable
Employment type
  • Contract
Job function
  • Analyst
Industries
  • Technology, Information and Media

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