Escalation Specialist II, Safety

Escalation Specialist II, Safety
Location: Bastrop, TX (onsite)
Base Salary Range: $54,600 - 75,600 + Equity

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X’s Safety Org is responsible for helping our users successfully and safely use our platform. This includes investigating issues that may cause harm to our users or pose a risk to X. We innovate, experiment, move at a fast pace, and are committed to being a learning organization with a growth mindset. This means we are always looking for ways to improve our policies, our detection and enforcement, and ourselves.

You will:

• Own the end-to-end process to successfully resolve complex escalations, analyzing and interpreting content through the lens of X Rules and policies without bias, and provide a level of support that exceeds industry standards. 

• Collaborate effectively with internal customers and cross-functional stakeholders, performing comprehensive analysis of ambiguous problems and data-driven decisions to achieve resolution.

• Conduct holistic investigations, assessing the impact of escalations, defining clear steps, and implementing a wide range of remediation measures to address both immediate concerns and long-term solutions.

• Work seamlessly across multiple operational workflows, leveraging knowledge of geopolitical and cultural contexts to ensure sound judgment in problem resolution. 

• Maintain clear and proactive communication with stakeholders, ensuring they  are informed and consulted throughout the process.

• Continuously identify opportunities to streamline and optimize operational workflows across multiple tools, teams, processes, and policies to prevent future escalations. 

• Balance throughput time with delivering high-quality, customer-centric resolutions, ensuring a superior experience for all parties involved.

• Join an on-call watch rotation, working closely with other members of the Safety team to develop a highly effective escalations process that meets or exceeds relevant service level agreements.

Note: Role involves exposure to sensitive or graphic content including, but not limited to vulgar language, violent threats, pornography, and other graphic images.

Qualifications

• Bachelor’s Degree or equivalent education / experience.

• 2+ years of relevant experience in content moderation and/or customer support escalations.

• Flexibility to work across time zones (outside of US shift hours), weekends and holidays - maintaining a shift rotation. 

• Full professional proficiency in English; and one of the following languages is preferred: Spanish, French, German, Portuguese, Japanese, Hindi, Thai, Korean, or Urdu.

• Other language competency is a plus.

• Proven experience in providing analyses or recommendations that inform policy/development and/or strategic decision making based on operations.

• Excellent business judgment and strategic thinking; extremely detail-oriented.

• Experience working within a globally distributed support/operations team; experience in social media highly desirable

• Excellent written and verbal communication skills, with the ability to articulate and simplify complex topics, and present compelling arguments.

• Passion and enthusiasm for protecting user safety and freedom of expression.