The Global Response Org is a vital part of the organisation’s commitment to user and business safety on its platforms. This organization focuses on safeguarding the billions of users across its family of apps from harmful content, malicious actors, and detrimental behaviours. By leveraging cutting-edge technology and collaborating with cross-functional teams worldwide, the Global Response Org plays a crucial role in creating and upholding a secure and positive environment for the global community. In this organization, you will have the opportunity to make a meaningful impact by promoting integrity and fostering trust among users, businesses, and partners alike.
As a member of this team, your role will involve responding to real-time crises while also proactively recognizing and assessing emerging risks. You will perform risk-related investigations and consider ways to better support our communities through improved strategies and practices. Leveraging your comprehensive knowledge of the systems, including tools, products, policies, and processes, you will collaborate closely with cross-functional teams to implement tailored mitigation plans addressing various operational risks across platforms, domains, policies, and regions. This role places you at the center of managing crises, elections, and unconventional issues arising on our platforms, ensuring the continued safety and well-being of our user communities.
Day to day:
- 60% supporting escalation, labelling exercise
- 20% cascading and supporting anything about outsourcing activity – quality control, quality review from vendor side.
- 20% solutioning support, insights from working on enforcement, partnering with other team members to revise the solutions to address the issues on hand. Working and managing with cross-functional teams
Responsibilities -
- Serve as an expert to interpret and enforce terms of service. (including but not limited to Community Standards, Advertiser & Commerce Policies and Product specific guidelines)
- Investigate and resolve emerging risks that are reported on products, such as requests for account support and potentially abusive content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material across organic, ads and commerce.
- Gather, analyze and utilize data from escalations and content/ad reviews to develop improvements for the overall escalation process, policies, products, and generate operational insights for the supported community
- Showcase grace under pressure and ensure effective and timely collaboration with multiple internal stakeholders including but not limited to Public Policy, Core Policy, Legal, Sales, Product and Engineering
- Adapt to changing requirements and prioritize escalation requests effectively
- Liaise closely with our vendor teams to ensure all operational KPIs meet and exceed targets and work collaboratively to improve processes and tools and scale solutions.
- Work as part of a 24/7 global team, including the potential for on-call shifts during weekends/after-hours when needed.
- Mandatory Thai language requirement to use a combination of language and market specific geopolitical knowledge, deep understanding of cultural, language nuances and minority communities, to capture signals and insights to enforce and solve complex risk and operational issues within the region.
Minimum Qualifications -
- 2+ years of experience in Trust & Safety or Online Operations for a tech Company, consulting, operations or similar roles
- Strategic thinking with a proven track record of enhancing customer experience through innovation and continuous improvement
- Strong communication skills and ability to build relationships and influence stakeholders across functional boundaries and globally
- Ability to work with graphic and objectionable content coupled with a broad understanding of the Community Standards
- Ability to make judgments under tight deadlines and competing priorities
- Proficiency/ Basic knowledge in analytical tools (e.g., Excel, SQL) for driving analytics, reporting and operational decision-making
We regret to inform that only shortlisted candidates will be contacted.
EA Reference: R22104900 Chloe Zheng Qimei
Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544
