Escalations Specialist II, Safety Incident Management & Content Moderation

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we're on a mission to become a trusted global digital public square, committed to minimal censorship within legal boundaries. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Company Description
X’s Safety team is responsible for helping our users successfully and safely use our platform. This includes investigating issues that may cause harm to our users or pose a risk to X. We innovate, experiment, move at a fast pace, and are committed to being a learning organization with a growth mindset. This means we are always looking for ways to improve our policies, our detection and enforcement, and ourselves.

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You will:

• Support X’s crisis response efforts during major incidents and times of real-world crisis by leading the efforts of a content moderation shift and providing policy enforcement recommendations.

• Be responsible for ensuring all services are delivered within the framework of X’s core values and in line with existing policies and protocols.

• Maintain clear and concise documentation of content moderation decisions and ensure seamless handoff and continuity.

• Communicate effectively with internal teams to escalate issues and provide insights on emerging trends in user-generated content.

• Generate comprehensive incident reports with data insights and findings on incident monitoring issues.

• Institute content moderation and policy assessment best practices including documentation, data accuracy, and hygiene.

• Provide opportunities to streamline and solidify operational workflows, acting as a key feedback loop for cross-functional partners.

• Ensure we consistently and effectively enforce X’s policies without bias, and provide a level of support that exceeds industry standards. 

Note:

Role involves exposure to sensitive or graphic content including, but not limited to vulgar language, violent threats, pornography, and other graphic images.

Qualifications & Requirements:

• Bachelor’s Degree and equivalent education / experience.

• 2-5+ years of relevant experience in content moderation and/or customer support.

• Flexibility to work across time zones (outside of Manila shift hours), weekends and holidays - maintaining a shift rotation. 

• Experience in providing analyses or recommendations that inform policy development and/or strategic decision making based on operations.

• Exceptional written and verbal communication skills.

• You're comfortable analyzing large sets of data, using data to illustrate your points.

• Full professional proficiency in English

• Other language competency is a plus. Spanish, Arabic, Portuguese, French.Turkish, Farsi, German