Escalation Specialist - Srilankan Market & Sinhalese

SALT Talent is looking for an Escalation Enforcement Specialist in Singapore for a Social Media client for 12 months & renewable contract role. In this role you will be expected to respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations and assess what we could be doing to best benefit our communities.

Responsibilities:

• Review and investigate high priority escalations across applications and respond to sensitive inquiries
• Address sensitive content and ads issues, including but not limited to content relating to offensive images and writings, offensive or derogatory language, or other offensive or controversial material including graphic videos or images
• Interpret and enforce the terms of service (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
• Be comfortable using various internal tools for escalations management and ensure tooling gaps are surfaced appropriately
• Adapt to changing requirements and scope on escalations and prioritize requests effectively
• Solve problems and propose creative solutions in high pressure escalations, ambiguous scenarios and work with a sense of urgency
• Showcase grace under pressure and ensure effective and timely communication with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering

Qualification:

• Operational Experience: 5+ years of operations experience in Escalations Management, Risk Management, Consulting or a similar role
• Thought leadership: Strategic thinker with proven track record of transforming operations to enhance customer experience through innovation and continuous improvement
• Communication: Demonstrated experience building relationships and influencing across functional boundaries and/or globally
• Demonstrated experience making judgments under tight deadlines and competing priorities
• Experience with analytical tools (like Excel or SQL) to drive analytics and operational decision making
• As it's Sri Lanka focused market, the candidate needs to be proficient in Sinhalese and Tamil.

CEI No: R1659595 / EA No: 07C3147