Escalation Specialist

Role Overview

The Escalation Specialist is vital in safeguarding users and organizations from harmful content, malicious actors, and detrimental actions across an international social media environment. This position demands expertise in language, culture, and Trust & Safety to make informed enforcement decisions, particularly considering local dialects, slang, cultural nuances, and geopolitical contexts.

Key Responsibilities

• Process complex and high-priority escalation cases within defined production workflows, ensuring timely and accurate enforcement outcomes.
• Apply platform policies including Community Standards, Terms of Service, Advertiser and Commerce Policies, and specific product guidelines.
• Leverage deep understanding of local culture, language variants, slang, political landscape, and regional factors when evaluating content.
• Serve as a subject-matter expert for the assigned language or geographical market.
• Escalate ambiguous, complex, or high-risk situations beyond standard decision-making frameworks.
• Contribute to language and AI projects by offering precise regional translations, linguistic insights, and feedback on language model accuracy.
• Detect emerging regional risks, trends, and critical scenarios, providing actionable insights for proactive enforcement strategies.
• Collaborate with Policy, Legal, Operations, and other internal groups on sophisticated cases and escalations.
• Maintain a high decision accuracy rate, aiming for a minimum of 90% consistency.
• Participate in initiatives to enhance quality control, process calibration, and operational improvements.
• Handle high volumes of sensitive and urgent escalations effectively within tight deadlines.

Candidate Requirements

• Three years of professional experience in Trust & Safety, content moderation, platform integrity, policy enforcement, or closely related domains.
• Proven experience specific to the targeted language and market.
• Fluent in the relevant language with comprehensive knowledge of local dialects, slang, expressions, culture, and regional context.
• Excellent written and spoken English communication skills.
• Demonstrated capability to apply detailed policies accurately in high-volume settings.
• Meticulous attention to detail and ability to consistently uphold complex guidelines.
• Familiarity with case management systems, queue workflows, moderation tools, or equivalent operational platforms.
• Strong analytical skills for resolving complex or ambiguous cases through evidence-based judgments.
• Effective collaboration and communication with cross-functional teams.
• Stable employment background showing sustained role experience.

Preferred Qualifications

• Experience supporting AI, machine learning, data labeling, or language model projects.
• Knowledge of detecting regional trends, platform risks, or changes in harmful online behaviors.
• Previous roles in quality assurance, escalation management, policy enforcement, or as a subject-matter expert are advantageous.
• Understanding of social media platforms and awareness of online safety issues.
• Educational background in Social Sciences, Computer Science, Linguistics, or related fields is a plus but not mandatory.
• Experience working with data analysis, reporting tools, or analytical workflows.

Challenges and Working Environment

• Frequent exposure to sensitive and potentially disturbing content including child exploitation, graphic violence, animal abuse, self-harm, suicide-related material, and other objectionable subjects.
• Necessity to adapt quickly in a constantly changing, fast-paced setting, managing shifting priorities and urgent escalations.
• Emotional resilience to handle content associated with distressing or critical real-world events in the specified market.

Target Markets and Language Expertise

Candidates must have fluent language skills complemented by relevant Trust & Safety expertise in one or more of these markets: Australian/New Zealand English (natives from Australia or New Zealand), Somali (Somalia and surrounding regions), Tigrinya (Ethiopian natives), Amharic (Ethiopian natives), Maghreb Arabic (Libyan natives), French/Lingala, Cambodian/Khmer (Cambodian natives), Japanese (Japan), Bengali (India natives), Vietnamese (Vietnam), Pashto (Pakistan natives), French/Mauritian Creole (Mauritius).

Note: Language fluency alone does not qualify; professional experience within Trust & Safety or related fields in the respective language and market is required.