Escalation Specialist I

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Escalation Specialist I, Safety
Location: Bastrop, TX (onsite)

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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. 

• 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.