Senior Escalation Specialist

11 month contract based fully on-site in Dublin

**Only qualified candidates currently based in Dublin will be considered**

Role Overview

Our client's team plays a vital role in upholding user and business safety across a global platform. This organisation focuses on safeguarding billions of users across a broad ecosystem of applications from harmful content, malicious actors, and detrimental behaviors.

As an Escalation Enforcement Specialist, your primary role is to review and resolve incoming escalations routed through high-priority escalation workflows—spanning organic content, paid content, and advertiser support channels.

You will apply deep knowledge of policy frameworks (including Community Standards, Advertiser & Commerce Policies, and product-specific guidelines), regulatory requirements, and enforcement protocols to reach accurate decisions on complex and sensitive cases. You will be deployed flexibly across workflows based on demand volume and organizational priorities, building and maintaining expertise across multiple policy domains.

Where escalations are ambiguous or require additional context, you will collaborate with internal stakeholders to determine the correct enforcement outcome and communicate decisions clearly to management. Throughout the lifecycle of an escalation, you will provide tailored support to meet the needs of the submitter.

Team Structure

Assignments span three main focus areas:

• High Priority Escalations
• Intellectual Property (IP) Escalations
• Regulatory Escalations

Responsibilities

• Review and resolve incoming escalations accurately and within established SLAs across organic content, paid content, advertiser, and support escalation workflows.
• Interpret and enforce platform terms of service, Community Standards, Advertiser & Commerce Policies, and product-specific guidelines.
• Apply knowledge of regulatory requirements, region-specific protocols, and the advertiser ecosystem to correctly action escalations regardless of the originating channel.
• Maintain expert-level understanding of implementation standards, enforcement protocols, and escalation tooling to efficiently process demand across multiple workflow types.
• Operate flexibly across escalation workflows based on organizational priorities and volume, maintaining competence in multiple policy domains.
• Collaborate with internal stakeholders (including Policy, Legal, Sales, and Operations teams) to resolve ambiguous or complex cases and reach correct enforcement outcomes.
• Communicate enforcement decisions and context clearly to managers or leads with relevant rationale.
• Escalate cases falling outside established decision frameworks to appropriate specialized teams in a timely manner.
• Stay current on internal tools (including AI application and oversight), policy updates, enforcement standards, implementation guidelines, and regulatory requirements.
• Content Sensitivity Notice: This role involves exposure to graphic and/or objectionable content, including but not limited to graphic images, videos, derogatory language, violence, animal abuse, self-injury, and child safety violations.
• Work as part of a 24/7 global coverage structure, including potential on-call shifts during weekends, holidays, and after-hours.

Minimum Qualifications

• 4+ years of experience in Trust & Safety, content moderation, escalations management, online operations, customer support, or similar roles within a technology company.
• Demonstrated accuracy and sound judgment in reviewing complex or ambiguous escalations across multiple policy domains.
• Ability to interpret and consistently apply complex policy implementation guidelines and enforcement protocols across both content and advertiser policy frameworks.
• Willingness and ability to work with graphic/objectionable content.
• Flexibility to shift across different workflows and policy domains as operational needs evolve.Strong decision-making skills under tight deadlines and competing priorities.
• Effective written and verbal communication skills, with the ability to articulate enforcement decisions and rationale clearly.
• Familiarity with escalation management tooling and ticketing systems.

Preferred Qualifications

• Experience spanning both content integrity and advertiser/commerce enforcement domains.
• Familiarity with analytical tools (e.g., Excel, SQL) for personal productivity and operational reporting.
• Knowledge of region-specific social media legislation or regulatory frameworks.
• Understanding of digital advertising and commerce products and how enforcement impacts business users.
• Bachelor’s or advanced degree in a related field (e.g., Policy, Legal, Business, International Relations, Information Systems).

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