Escalation Specialist I

Escalation Specialist I, Safety
Location: Bastrop, TX (onsite)
Base Salary Range: $44,100 - 65,100 + 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:

• Support X’s crisis response efforts during major incidents and times of real-world crisis by conducting manual sweeps of the platform to identify and mitigate content moderation issues.

• Analyze and interpret content through the lens of linguistic expertise and X Rules and policies without bias, and provide a level of support that exceeds industry standards. 

• Communicate effectively with internal teams to escalate issues and provide insights on emerging trends in user-generated content.

• Join an on-call rotation, working closely with other members of the Safety team to provide timely responses to emergency requests from all over the world.

• Work across multiple operational workflows.

• Provide opportunities to streamline and solidify our operational workflows, acting as a key feedback loop for cross-functional partners. 

Note:

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

Qualifications & Requirements:

• Bachelor’s Degree or equivalent education / experience.

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

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

• Full professional proficiency in English; and at least one of the following languages: Spanish, Arabic, Portuguese, French.

• Other language competency is a plus. 

• Exposure to providing analysis or recommendations that inform enforcement decisions based on company policy.

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

• Business judgment and strategic thinking; detail-oriented.

• Strong written and verbal communication skills.

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