Escalation Specialist II

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 II, 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:

• Own the end-to-end process to successfully resolve complex escalations, analyzing and interpreting content through the lens of X Rules and policies without bias, and provide a level of support that exceeds industry standards. 

• Collaborate effectively with internal customers and cross-functional stakeholders, performing comprehensive analysis of ambiguous problems and data-driven decisions to achieve resolution.

• Conduct holistic investigations, assessing the impact of escalations, defining clear steps, and implementing a wide range of remediation measures to address both immediate concerns and long-term solutions.

• Work seamlessly across multiple operational workflows, leveraging knowledge of geopolitical and cultural contexts to ensure sound judgment in problem resolution. 

• Maintain clear and proactive communication with stakeholders, ensuring they  are informed and consulted throughout the process.

• Continuously identify opportunities to streamline and optimize operational workflows across multiple tools, teams, processes, and policies to prevent future escalations. 

• Balance throughput time with delivering high-quality, customer-centric resolutions, ensuring a superior experience for all parties involved.

• Join an on-call watch rotation, working closely with other members of the Safety team to develop a highly effective escalations process that meets or exceeds relevant service level agreements.

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 education / experience.

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

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

• Full professional proficiency in English; and one of the following languages is preferred: Spanish, French, German, Portuguese, Japanese, Hindi, Thai, Korean, or Urdu.

• Other language competency is a plus.

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

• Excellent business judgment and strategic thinking; extremely detail-oriented.

• Experience working within a globally distributed support/operations team; experience in social media highly desirable

• Excellent written and verbal communication skills, with the ability to articulate and simplify complex topics, and present compelling arguments.

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