Escalations Specialist

Job Description

• Interpret and enforce the company's terms of service, community standards, advertiser and commerce policies, and intellectual property regulations.
• Review, investigate, and process reported escalations across the company's product suite, responding to sensitive partner and user inquiries including reports of alleged rights infringement or high-impact issues.
• Proactively investigate and resolve complex, high-priority escalations, collaborating closely with cross-functional partners throughout the process.
• Gather and analyze data on escalation trends to identify process and policy improvements and provide actionable recommendations.
• Manage sensitive and high-pressure cases with professionalism and sound judgment, consulting with subject matter experts where necessary.
• Partner with global teams across Legal, Public Policy, Sales, Product, and Operations to problem-solve and develop scalable solutions.
• Stay informed of workflow updates, operational guidelines, policy changes, and enforcement standards.
• Leverage tools, systems, and data insights to monitor trends, define goals, and improve operational efficiency.
• Handle sensitive or potentially objectionable content, including graphic imagery or language, in accordance with internal guidelines and escalation protocols.
• Assess the broader societal impacts of online speech and behavior and support hypothesis testing in an operations setting.
• This role may involve exposure to graphic or objectionable material (e.g., child safety concerns, violence, animal abuse, or self-injury content).

• 57 years of experience in online operations, analysis, project management, consulting, or escalation management.
• Strong analytical thinking and problem-solving skills.
• Highly organized, detail-oriented, and proactive.
• Comfortable working with sensitive or objectionable content.
• Demonstrated experience managing complex, high-priority cases through resolution.
• Proven ability to coordinate across multiple global stakeholders.
• Excellent communication skills across diverse audiences.

• Bachelor's degree in Business, Legal Studies, Public Policy, International Relations, Computer Science, or a related discipline.
• Experience using analytical tools (e.g., Excel, SQL) to generate insights and reporting.
• Understanding of the evolving social media and digital content landscape.
• Familiarity with operational workflows and enforcement policies in a global online platform environment.

We regret to inform that only shortlisted candidates will be notified.

Job Reference:R22104900 Zheng Qimei

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544