Support Specialist

Our client is a leading Multitechnology social media company. In this role, you will be a key contributor investigating and conducting root-cause analysis to inform strategic decisions for the organization. This is a 12 month contract [Renewable].

Job Responsibilities:

• Safeguard high-profile public figure accounts against unauthorized access, abuse, and security threats, including account recovery and resets
• Handle complex escalations, investigate account-related issues, resolve access challenges, and provide specialized support
• Dedicate approximately 80% of time to escalation and ticket management, and 20% to project-based initiatives and process improvements.
• Conduct in-depth investigations and root-cause analysis, using analytical thinking and creativity to address ambiguous issues and drive strategic solutions.
• Work effectively with global teams to enhance safety and protect partners and users across the organization.

Job Requirements:

• Bachelor's degree in Business, Science, Engineering, Economics, or a related field, with 1–3 years of trust and safety, escalation management, case resolution experience from technology company.
• Experience working in dynamic, fast-paced, or start-up environments, demonstrating adaptability and resilience.
• Strong customer service skills with the ability to manage competing priorities and handle escalations effectively.
• Ability to communicate analytical findings, proactively identify emerging issues, and develop solutions to prevent recurring problems, including during on-call support.
• Willingness to support AI development initiatives by evaluating model performance, identifying gaps, and recommending improvements to enhance accuracy and effectiveness.

If you are keen on this excitingopportunity, kindly ‘Apply Now’.

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Ramitha Ravindran

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