Escalations Enforcement Specialist

Job Overview

We are looking for a skilled Escalations Enforcement Specialist to become part of our international team dedicated to ensuring platform integrity, user protection, and effective policy enforcement across extensive digital products and services.

In this position, you will assess and resolve intricate escalations concerning content, advertisers, commerce, and support-related matters. Your role will involve utilizing policy expertise, robust analytical skills, and sound judgment to make precise enforcement decisions while working collaboratively with cross-functional teams around the globe.

This position is ideal for individuals who excel in dynamic environments, relish tackling complex challenges, and possess a strong commitment to trust & safety, investigations, and governance of online platforms.

Core Responsibilities

• Accurately review and resolve escalated cases within defined service level agreements.
• Interpret and apply platform policies, guidelines, and enforcement standards to intricate or sensitive cases.
• Investigate unclear situations and make informed decisions based on available data and policy stipulations.
• Work in tandem with cross-functional stakeholders to clarify issues and arrive at suitable resolutions.
• Document findings and clearly communicate decisions, including the rationale and supporting context.
• Escalate cases that necessitate specialized review or additional expertise as required.
• Remain informed on policy updates, regulatory changes, workflow adaptations, and emerging technologies.
• Adapt to shifting business priorities and support various escalation workflows as needed.
• Contribute to fostering a secure and trustworthy environment for users and businesses across digital platforms.

Qualifications

Essential Qualifications

• At least 7 years of experience in Trust & Safety, content moderation, escalations management, online operations, investigations, customer support, incident response, crisis management, or a related area.
• Strong analytical and decision-making capabilities, especially in intricate or ambiguous situations.
• Demonstrated ability to interpret and uniformly apply policies and operational guidelines.
• Experience in managing multiple stakeholders and priorities concurrently.
• Exceptional written and verbal communication skills.
• Strong organizational skills and the ability to perform effectively under pressure.
• Comfortable learning and adapting to new technologies and AI-driven tools.
• Ability to professionally and objectively handle sensitive and potentially disturbing content.

Desirable Qualifications

• Experience in both content integrity and advertiser or commerce enforcement environments.
• Familiarity with data analysis tools such as Excel, SQL, or similar.
• Experience collaborating within global or cross-regional teams.
• Understanding of digital platform regulations, online safety, or policy enforcement frameworks.
• Bachelor's degree or equivalent professional experience.

Work Environment

• Hybrid work model with approximately 3 days in the office each week.
• Candidates should be flexible to work different schedules based on business requirements.
• Opportunity to engage with global stakeholders and cross-functional teams across various regions.
• Exposure to meaningful and challenging work that directly enhances platform safety and user trust.

Important Note

In this role, employees may come across content that some may find offensive, graphic, disturbing, or otherwise objectionable. Appropriate support resources and wellbeing programs are available for employees.

We regret to inform that only shortlisted candidates will be notified.

EA Reference: R22104900, Zheng Qimei

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544