Moderation Escalation Specialist

About the role

You will report to the Senior Manager, Moderation Escalations This role requires collaboration with team members based in California, USA. This role requires on-call work and a rotational basis to ensure 24/7 coverage (including night shifts) for high-priority risks.

What you'll do

• Manage, maintain, and develop a highly effective escalations process that meets or exceeds relevant service level agreements
• Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement
• Require on-call work at weekends on a rotational basis
• Involve exposure to graphic and/or objectionable content

What you need

• 3–6 years in customer support & success
• Escalation handling
• LLMs
• SOP writing
• Root cause analysis
• Communication
• Any graduate

What you get