Escalations Specialist

Role Overview

This function is dedicated to protecting billions of users from harmful content, malicious activities, and damaging behaviors. As a Regional Enforcement Specialist, you will manage incoming moderation demands through established production workflows. Your role demands applying cultural and linguistic expertise combined with thorough understanding of platform-specific enforcement standards and tools to make precise decisions. Acting as a subject-matter expert for your locale, you will ensure content that requires local insight is handled with appropriate nuance. Complex or unclear cases will necessitate collaboration with internal teams to arrive at accurate enforcement resolutions.

Mandatory Requirements

• Expertise in language and culture: Native or fluent command coupled with profound knowledge of the geopolitical, cultural, and minority contexts relevant to the assigned market, including familiarity with local dialects and slang.
• Experience in Trust and Safety or content moderation: Approximately three years of hands-on experience within the target language and market; mere language fluency is insufficient.
• Content resilience: Capacity and willingness to handle graphic and objectionable content including child exploitation, violence, animal abuse, and self-harm materials.
• Strong communication skills: Advanced proficiency in English and the target language for effective cross-team collaboration.
• Stable employment history: Candidates exhibiting frequent job changes or brief tenures will not be considered.

Markets and Languages

• Amharic – Ethiopia
• Arabic – Palestine
• Cambodian – Cambodia
• Vietnamese – Vietnam
• Bengali – India
• Pashto – Pakistan
• Spanish – Spain, Mexico, Venezuela

Primary Responsibilities

• Moderate content: Process and resolve incoming moderation requests accurately and within SLA benchmarks through production platforms such as SRT and Cases.
• Policy enforcement: Serve as a regional expert on the platform’s terms of service, community standards, advertising and commerce policies, and product-specific guidelines.
• Language and AI support: Provide authoritative translations and evaluate AI language model behavior to assist in training improvement.
• Risk identification: Detect platform risks, emerging local trends, and high-risk situations relevant to the assigned language market, advising full-time staff on preventative enforcement measures.
• Cross-team collaboration: Work closely with policy, legal, and operations departments on ambiguous or complicated cases.
• Quality assurance and escalation: Maintain or surpass a 90% decision accuracy rate and promptly escalate cases external to decision frameworks.

Desired Skills and Experience

• Proven precision in high-volume content review settings.
• Familiarity with content moderation software and queue workflow systems.
• Experience or knowledge of data analytics and AI technologies.
• Common academic backgrounds include social sciences or computer science, though specific degrees are not mandatory.

Challenges to Consider

• Regular exposure to highly sensitive, graphic, or disturbing material.
• Working in a dynamic, fast-paced environment with high-priority escalations.
• Handling potential personal impact due to connection with distressing real-world events in the market.