Safety Agent II

Role: Agent, Safety
Location: Palo Alto, CA

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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 risk to X, such as combating spam and fraud, and providing support to our customers. We innovate, experiment, and move at a fast pace and are committed to being a learning organization with a growth mindset, which means we are always looking for ways to improve our policies, our detection and enforcement, and ourselves.

You will:

• Resolve cases/tickets in the queuing system to assist in better identifying and mitigating content moderation and customer support issues, leveraging AI-driven tools to prioritize and categorize cases for faster resolution.

• Work across multiple, complex operational workflows that are often ambiguous and could be under development, utilizing AI to automate repetitive tasks and provide predictive insights for workflow optimization.

• Assist with incubation of new operational workflows, providing clear, helpful feedback to improve operational efficiency and effectiveness.

• Support investigative and response efforts across a wide range of critical content moderation and customer support issues.

• Continually seek out opportunities to streamline and solidify our operational workflows as they span multiple tools, teams, processes, and policies, integrating AI to enhance cross-system interoperability and data-driven decision-making.

• Consistently and effectively apply content moderation without bias, and provide a level of support that exceeds industry standards. 

• Assist agents in the accurate and efficient application of policy, optimizing mastery of tooling, and clear understanding of process.

• Assist agents in the identification and correction of casework errors, citing correct policy applications, process configuration, decisions, and tooling navigation.

• Assist leaders in the development and supervision of training remediation and/or providing performance feedback. 

• You will provide input in the creation of globally impactful programs and projects that will enable X to meet continuous worldwide social media regulatory obligations and laws.

• You will work with product, policy, engineering, vendor teams to help support development and enforcement on new country policies, training curriculum, and quality assurance programs.

Qualifications & Requirements:

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

• An active X user.

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

• A bias for execution and impact - you assess your success through your ability to deliver real impact for customers, and users, and stakeholders rather than just activity; and you execute at pace while meeting quality requirements. 

• Strong written and verbal communication. 

• Experience at a technology company.

• Willingness to work US shift hours, weekends and holidays, and be on-call in exigent circumstances.

• Comfortable working with multinational teams.

Note: This role may be exposed to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images. This is dependent upon the workflow you will be assigned to and confirmed by your management.