Decision Assurance Escalation Specialist

职位描述

About the Role

As a Decision Assurance Escalation Specialist, you will play a critical hands-on role in safeguarding user interactions across Account, Search, Comments, and Messages. Reporting directly to the Decision Assurance Ops Team Lead, you are responsible for analyzing, investigating, and resolving high-severity tickets, user/creator escalations, and complex operational safety issues. You will serve as a subject matter expert in safety decisioning, ensuring platform integrity through rapid problem-solving, strict SLA compliance, and continuous workflow improvement.

Key Responsibilities

- Escalation Handling & Incident Resolution

- Investigate and resolve high-severity user/creator escalations, critical platform safety issues, and operational edge cases.

- Execute safety decision-making on complex cases across Video, Account, Live in accordance with platform policies.

Operational SLA & Case Execution

- Maintain precise turn-around times and hit strict response/resolution SLAs for all assigned ticket queues.

- Apply consistent quality standards to safeguard platform interactions while adapting quickly to evolving safety trends.

Cross-Functional Collaboration & Communication

- Work closely with quality support, policy, operations to mitigate safety risks.

任职要求

Minimum Qualification(s)

- Fluent in English is also required as it is the working language.

- Strong analytical skills with attention to detail.

- A fast learner who has the ability to embrace a fast-paced working environment.

- Comfortable reporting to, or collaborating with, a broad range of XFN partners.

- Presentation skills, cross-cultural communication and interpersonal skills.

Preferred Qualification(s)

- Experience in Content Moderation/Content Quality/Content Safety/Labeling/Annotation will be an added advantage.

- Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.

- Familiar with the business logic of moderation/ Audit and working mode of the upstream and downstream teams.