Escalations Specialist
Our multinational Tech client is recruiting for an Escalations Specialist to join their team.
Contract (until December 31st 2025) | Dublin - (Fully onsite)
Responsibilities:
- Interpret and enforce the platform's terms of service, including Community Standards, Advertiser & Commerce Policies, and Intellectual Property Regulations.
- Review, investigate, and process reported escalations across the product suite, addressing sensitive global partner inquiries, including reports of alleged legal rights infringements, user complaints, and partner concerns.
- Proactively investigate, troubleshoot, and drive complex escalations to resolution, communicating with cross-functional teams throughout the process.
- Analyse relevant data and escalation trends to improve the overall escalation process, providing recommendations for process, policy, and product improvements.
- Handle high-pressure escalations, manage grey areas, and collaborate with subject-matter experts to resolve issues promptly.
- Coordinate with global cross-functional teams, including Public Policy, Legal, Sales, Product, and Operations, to solve problems and develop solutions.
- Stay updated on key workflow changes, operational guidelines, policy updates, and enforcement standards.
- Use strategic tools, systems, and data to analyse trends, deliver insights, set goals, and drive process improvements.
- Address sensitive content issues, including graphic images, videos, offensive language, and other objectionable material as necessary.
Minimum Qualifications:
- 2-3 years of experience in an online operations, analyst, project management, consulting, or escalations environment.
- Strong analytical thinking and problem-solving skills.
- Proven ability to drive high-priority cases through resolution processes.
- Experience managing projects and coordinating with a range of global cross-functional partners.
- Effective communication with diverse audiences.
Preferred Qualifications:
- 2-3 years of experience in an online operations, analyst, project management, consulting, or escalations environment.
- B.A. or B.S. degree in a relevant discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.
- Experience using analytical tools (such as Excel or SQL) to drive analytics and reporting.
- Understanding of the changing landscape of social media.
- Familiarity with operational guidelines and knowledge of the platform's suite of products.
