Escalations Manager (Remote, Customer Service)

Job summary

This role involves leading a team focused on managing high-priority escalations related to content integrity. The Escalations Manager will ensure swift resolution of issues that may affect the platform's reputation while balancing customer service excellence with operational integrity.

Qualifications

• Proven experience in team leadership and people management.
• Background in content moderation, risk management, or escalations within an online platform.
• Experience with outsourced moderation teams is a plus.
• Strong stakeholder management skills to engage with various departments and senior stakeholders.
• Ability to critically assess processes and identify improvement opportunities.
• Strategic thinker with a focus on aligning team responsibilities with high-level goals.

Responsibilities

• Lead a team of escalation specialists to support businesses, consumers, and internal stakeholders.
• Manage critical escalations from Customer Success Managers and executives, including legal inquiries.
• Conduct in-depth investigations into harmful content and triage high-priority cases.
• Collaborate with cross-functional teams to enhance the flagging process.
• Work with Vendor Management to ensure outsourced teams meet performance targets.
• Improve standard operating procedures and performance assessment processes.
• Contribute to the strategic roadmap for the Content Integrity team.
• Foster the development of team members and support their career growth.

Skills

• Strong leadership and team development skills.
• Excellent communication and stakeholder engagement abilities.
• Critical thinking and problem-solving skills.
• Ability to drive strategic initiatives and operational excellence.

Education

• Relevant experience in a similar role is required; specific educational qualifications are not mentioned.

Tools

• Familiarity with content moderation tools and performance management systems is beneficial.