Escalation Specialist for Australia Market

Position Overview

Salt Talent Search is seeking an Escalation Specialist for a contract role lasting 12 months with the possibility of extension. The specialist will be responsible for managing escalations related to Trust & Safety and account risks, primarily focused on the Australia market.

Key Responsibilities

• Act as a subject matter expert to interpret and enforce service terms, including Community Standards, Advertiser and Commerce Policies, and specific product guidelines.
• Investigate and resolve issues related to emerging risks such as requests for account assistance and review potentially abusive content including graphic images, offensive language, and other inappropriate material across organic content, advertisements, and commerce.
• Collect and analyze data from escalations and content reviews to identify improvements in escalation workflows, policies, and products, and provide operational insights for the community served.
• Manage program-related activities by defining project scope, planning and execution, and leading risk and compliance efforts.
• Facilitate clear and effective communications, including root cause analysis, escalations coordination, and delivering business recommendations to leadership and stakeholders.
• Maintain composure under pressure and collaborate effectively with internal teams such as Public Policy, Legal, Sales, Product, and Engineering.
• Adjust to shifting priorities and manage escalation requests efficiently.
• Work closely with vendor teams to meet or exceed operational KPIs and to improve processes, tools, and scalability of solutions.

Candidate Profile

• Minimum 5 years of experience in Trust & Safety, Online Operations, consulting, or similar roles in technology companies.
• Strategic thinker with demonstrated success in improving customer experience through innovation and continuous improvement.
• Excellent communication skills with the ability to build relationships and influence stakeholders globally across various functions.
• Comfortable working with graphic and objectionable content with a solid understanding of relevant standards.
• Ability to make sound judgments quickly under pressure and handle competing priorities effectively.
• Familiarity with analytical tools such as Excel and SQL to support reporting, analytics, and operational decisions.
• Proven experience coordinating cross-functional team collaboration and motivating others.
• Strong communication skills suitable for various formats, time zones, and audiences including operations teams and senior leaders.

Additional Information

CEI No: R1763696 | Licence No: 07C3147