Escalation Specialist

The candidate plays a critical role in protecting users and businesses from harmful content, malicious actors, and detrimental behaviours across a global social media platform.

As an Escalations Specialist you will process complex and high-priority cases through established production workflows. You will use your linguistic, cultural, and Trust & Safety expertise to make accurate enforcement decisions, particularly where local context, dialects, slang, cultural nuances, or geopolitical knowledge are essential.

You will act as a subject-matter expert for your assigned market, supporting accurate policy enforcement and collaborating with internal teams on complex or ambiguous cases.

Target Markets & Languages

We are seeking candidates with fluent language proficiency and relevant Trust & Safety/content moderation experience in one of the following markets:

• Australian / New Zealand English – Australia or New Zealand natives
• Somali – Somalia / relevant regional expertise
• Tigrinya – Ethiopia natives
• Amharic – Ethiopia natives
• Maghreb / Arabic – Libya natives
• French / Lingala
• Cambodian / Khmer – Cambodia natives
• Japanese – Japan
• Bengali – India natives
• Vietnemese - Vietnam
• Pashto – Pakistan natives
• French / Mauritian Creole – Mauritius

Please note: Language fluency alone is not sufficient. Candidates must have professional experience working in Trust & Safety, content moderation, enforcement, or a closely related field within the relevant language and market.

Key Responsibilities

• Review and action incoming escalations and cases through established production workflows, ensuring decisions are accurate and delivered within required SLAs.
• Apply relevant platform policies, including Community Standards, Terms of Service, Advertiser and Commerce Policies, and product-specific guidelines.
• Use detailed knowledge of local culture, language, dialects, slang, political context, and regional nuances when assessing content.
• Act as a subject-matter expert for your assigned language or market.
• Identify and escal**ate** complex, ambiguous, or high-risk cases that fall outside established decision frameworks.
• Support language and AI initiatives by providing accurate regional translations, linguistic insights, and feedback on language model performance.
• Identify emerging risks, market trends, and high-risk scenarios specific to the assigned country or language.
• Provide insights and recommendations to internal stakeholders to support proactive enforcement strategies.
• Collaborate with Policy, Legal, Operations, and other cross-functional teams on complex cases and escalations.
• Maintain consistently high levels of decision accuracy, with a target benchmark of 90% or above.
• Contribute to quality improvement, calibration, and process enhancement initiatives.
• Work effectively in a high-volume environment while managing sensitive and time-critical escalations.

Essential Skills & Experience

• Approximately 3 years of professional experience in Trust & Safety, content moderation, platform integrity, enforcement, or a closely related area.
• Experience working specifically with the relevant target language and market.
• Fluent proficiency in the required language, with strong knowledge of local dialects, terminology, slang, culture, and regional context.
• Strong written and verbal English communication skills.
• Demonstrated experience making policy-based decisions in a high-volume environment.
• Strong attention to detail and the ability to consistently apply complex policies and guidelines.
• Experience working with case management, queue-based workflows, content moderation tools, or similar operational systems.
• Ability to analyse complex or ambiguous situations and make sound, evidence-based decisions.
• Strong collaboration skills, with the ability to communicate effectively with cross-functional stakeholders.
• Stable employment history and evidence of sustained experience within previous roles.

Preferred Experience

• Experience supporting AI, machine learning, data labelling, or language model initiatives.
• Experience identifying regional trends, emerging platform risks, or changes in harmful behaviour.
• Previous experience in quality assurance, escalation management, policy enforcement, or subject-matter expert roles.
• Knowledge of social media platforms and online safety risks.
• Background in Social Sciences, Computer Science, Linguistics, or a related discipline is beneficial but not essential.
• Experience working with data, reporting tools, or analytical workflows.

Key Challenges

This role involves working with potentially disturbing and sensitive material. Candidates must be comfortable reviewing content that may include:

• Child exploitation and child safety concerns
• Graphic violence
• Animal abuse
• Self-injury and suicide-related content
• Other highly sensitive or objectionable material

The role also requires the ability to operate effectively in a fast-paced, constantly evolving environment, where priorities can change quickly and cases may require immediate escalation.

Candidates should be comfortable managing the potential emotional impact of reviewing content connected to distressing or significant real-world events within their assigned market.

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