Policy Escalations Analyst

Title: Escalations Analyst 1, Policy Escalations Support
Location: Bastrop, TX, Manila, PH

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Who We Are

X’s Policy Escalations Support team is at the frontline to ensure that all people can participate in the public conversation freely and safely. This includes monitoring and responding to the precursors of harm and violence, and enforcing a wide range of safety and integrity policies. We innovate, experiment, and move at a fast pace and are committed to being a learning organization with a growth mindset, which means we are always looking for ways to improve our policies, our detection and enforcement, and ourselves.

What You’ll Do

• Be well-versed in X’s policies, product features, and Safety functions, and be competent in all the relevant tools needed to make policy enforcement decisions and execution. 

• Be the point of contact for escalations to support our global operations. Monitor inbound cases and alerts; Identify, prioritize, and resolve them with speed and accuracy.  

• Review content against X policies and provide enforcement recommendations. Conduct deep-dive investigations on high-profile, complex cases, and propose a plan of action to mitigate harm. 

• Monitor global events, elections, and emerging online trends, and swiftly disseminate enforcement guidelines to operation teams where necessary.

• Collaborate with partner teams to support manual sweeps of harmful content during major incidents and  real-world crises. Identify opportunities to optimize the processes and increase efficiency.

• Collaborate with Policy, Product, Ops, and Engineering teams to address policy and enforcement gaps, and improve our detection and enforcement of violative content.

• Contribute to post-incident/crisis reviews by identifying root-cause problems and lessons-learned opportunities for improvements in our policies, processes, and tooling.

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 experience.

• 3-4+ years of relevant experience, including familiarity with content policy enforcement, and/or crisis management.

• Requires flexibility to work weekends and holidays, participating in an on-call rotation. Typical schedules include weekend coverage (e.g., Sunday–Thursday or Tuesday–Saturday), ensuring 24/7 support across regions.

• Full professional proficiency in English; and one of the following languages is preferred:

  • German, Portuguese, Polish, Russian, Italian, Hebrew, Arabic, Farsi, Hindi, Urdu, Bengali, Telegu, Japanese, Thai, Mandarin Chinese

• Proficient in Google Workspace (including Sheets); experience working with SQL and large language models is a plus.

• Proven experience in providing analyses and recommendations that are in line with company policies and/or strategic decisions; can consider and identify risks to the company and users.

• Stellar business judgment and critical thinking; Can use given information, balancing pros and cons, to present best judgment recommendations/solutions.

• Experience working within a globally distributed team; experience in a tech or social media company is highly desirable.

• Stellar written and verbal communications skills; can articulate and effectively explain enforcement decisions that are rooted in policy principles, and present logical, compelling arguments to influence in decision-making.

• Passion and enthusiasm for protecting user safety and freedom of expression; Have a good understanding of online safety, privacy, and freedom of expression.

• Ability to work in a fast-paced, ever-changing environment.