Escalation Specialist

Escalation Enforcement Specialist – 11-Month Contract

Location: Dublin

Working Model: 100% Onsite

Contract: 11 Months

Are you an experienced Trust & Safety, Content Moderation, Escalations, or Online Operations professional looking for an exciting opportunity to work within a global technology environment?

We are currently seeking an Escalation Enforcement Specialist to join a global team responsible for helping keep users and businesses safe across a leading family of social media and digital platforms.

In this role, you will review and resolve complex escalations across organic content, paid content, advertiser, and support workflows. You will use your expertise in policy frameworks, enforcement protocols, and regulatory requirements to make accurate decisions on sensitive and sometimes ambiguous cases.

Key Responsibilities

• Review and resolve incoming escalations accurately and within established SLAs.
• Apply complex policy frameworks, including Community Standards, Advertiser & Commerce Policies, and product-specific guidelines.
• Handle escalations across organic content, paid content, advertiser, and support channels.
• Apply knowledge of regulatory requirements and region-specific protocols.
• Work flexibly across multiple escalation workflows and policy domains based on business needs.
• Collaborate with internal teams including Policy, Legal, Sales, and Operations to resolve complex or ambiguous cases.
• Clearly communicate enforcement decisions, rationale, and relevant context to managers and leads.
• Escalate cases that fall outside established decision frameworks to the appropriate teams.
• Stay up to date with policy changes, enforcement standards, regulatory requirements, workflow updates, and available tools, including AI applications.
• Work as part of a 24/7 global operation, including weekends, public holidays, and after-hours on-call shifts.
• This role may involve exposure to graphic, sensitive, or objectionable content.

What We're Looking For

• 4+ years of experience in Trust & Safety, Content Moderation, Escalations Management, Online Operations, Customer Support, or a similar technology-focused environment.
• Proven ability to review and resolve complex or ambiguous escalations using sound judgment.
• Experience interpreting and applying complex policies and enforcement guidelines.
• Understanding of content, advertiser, or commerce policy frameworks.
• Ability to work with potentially graphic or objectionable content.
• Comfortable working across multiple workflows and policy areas.
• Strong decision-making skills and the ability to work effectively under tight deadlines.
• Excellent written and verbal communication skills, with the ability to clearly explain decisions and rationale.
• Familiarity with escalation management tools and workflow systems.
• Experience across both Trust & Safety / Content Integrity and Advertiser / Commerce Enforcement.
• Experience using analytical tools such as Excel or SQL.
• Knowledge of social media legislation or regulatory frameworks.
• Understanding of advertising and commerce products and how enforcement decisions can impact businesses.
• Bachelor's degree or higher in a relevant discipline such as Business, Policy, Legal, International Relations, or Information Systems

Why Apply?

This is an excellent opportunity for an experienced Trust & Safety or Escalations professional to join a high-profile global technology environment, working on complex cases and contributing directly to the safety and integrity of online platforms used by billions of people worldwide.

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