Escalation Specialist, Social Comms and Escalations

Role overview

This role sits within the Consumer Experience Operations team and works closely with cross-functional partners across Product, Engineering, Vendor Operations, Marketing, Data Science, and Legal. The focus is to uncover friction points in the user journey and improve support outcomes through better processes, stronger self-service, and more effective agent enablement. The team supports experience improvements across YouTube's user-facing products and services, including NFL Sunday Ticket, YouTube TV, YouTube Music and Premium, Shopping, and Fan Funding.

The organization aims to create support solutions that are more scalable, user-centered, and efficient while helping deliver a high-quality experience for both users and support agents. The broader mission is aligned with YouTube's belief in giving everyone a voice and building community through shared stories and creative expression.

Eligibility note

Applicants who already have the right to work in Singapore will be prioritized. Candidates who would require visa sponsorship from Google are not the preferred pool for this opening.

Minimum qualifications

• A bachelor's degree or an equivalent level of practical experience.
• At least 2 years of experience in a client-facing or customer-facing environment, with exposure to incident response, risk reduction, or customer support.

Preferred qualifications

• At least 2 years of experience developing and maintaining relationships with stakeholders or clients.
• At least 2 years of experience working with data to draw insights that support business decisions.
• At least 2 years of experience coordinating with vendors or outsourced service providers.
• Comfort working with tools and systems such as SAP and internal custom platforms.

Key responsibilities

• Share operational metrics and key performance indicators, with guidance as needed.
• Help build and maintain standard operating procedures, process maps, workflow documents, reference materials, and training or certification content.
• Support analysis of operational trends and workflow performance, and help identify improvement opportunities such as better utilization, reduced non-value work, cross-site efficiency, and automation or robotics enhancements.
• Provide process-improvement feedback to service providers and internal stakeholders, and collaborate with partner teams to implement changes. Contribute to the design and use of workflow efficiency scoring frameworks that expose execution gaps both proactively and after the fact.

Equal opportunity statement

Google states that it is an equal opportunity workplace and an affirmative action employer. Employment decisions are made without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Qualified applicants are also considered regardless of criminal history, in line with applicable legal requirements. Accommodation support is available for candidates with disabilities or special needs.

Additional information

Google's hiring approach and workplace policies include consideration of candidates with a current right to work in Singapore as a priority for this position. If you need an accommodation during the application process because of a disability or special need, an accommodations request form is available through the company.