Escalation Specialist

Salt is hiring an 'Escalations Specialist' wherein you will be involved in content review and moderation while also proactively recognizing and assessing emerging risks. You will perform risk-related investigations to better support our communities through improved strategies and practices.This a contractual position in Singapore.Responsibilities· Interpret and enforce terms of service (Community Standards, Advertiser & Commerce Policies, Intellectual Property, Regulations (incl. content that may be graphic and objectionable)· Review, investigate and process reported escalations and respond to sensitive global partners inquiries· Proactively investigate, troubleshoot, and drive our most sensitive and complex escalations to resolution, and communicate to cross-functional partners involved throughout the whole process· Gather, analyse and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements· Be comfortable dealing with high pressure escalations, grey areas and collaborating with cross functional experts, when appropriate, to resolve issues swiftly· Coordinate with global cross-functional teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions· Remain up to date on key workflow changes, operational guidelines, policy updates and enforcement standards· Utilize strategic tools, systems, and data to help the team analyse trends and deliver insights to define goals and improve processes· Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material as neededMinimum Qualifications· 3+ years of experience in an online operation, analyst, project management, consulting, online escalations environment or alike· Demonstrated analytical-thinking and problem-solving experience· Experience working with graphic and objectionable content· Experience driving high-priority cases through process of resolution· Experience managing projects and coordination with a variety of global cross-functional partners· Experience communicating with a variety of audiences(CEI No: R1223390 | License No: 07C3147)