Escalation Specialist (Trust & Safety)

Role overview

SALT Talent is hiring an Escalation Specialist in Singapore for a social media client. This is a 12-month contract role with the possibility of renewal. The position focuses on handling urgent trust and safety issues, assessing emerging risks, and supporting decisions that help protect and improve community well-being.

What you'll do

• Examine high-priority escalations across multiple applications and handle sensitive user or partner inquiries.
• Manage issues tied to sensitive content and advertising, including offensive imagery, offensive or derogatory language, and other controversial material such as graphic videos or images.
• Review and apply platform rules and policies, including Community Standards, Advertiser & Commerce Policies, and product-specific guidelines.
• Use internal escalation tools confidently and highlight any gaps or limitations in those systems.
• Adjust quickly to shifting escalation priorities, changing requirements, and evolving scope.
• Resolve complex problems in urgent, high-pressure, and ambiguous situations while proposing practical and creative solutions.
• Communicate clearly and promptly with a wide range of internal teams such as Public Policy, Core Policy, Legal, Sales, Product, and Engineering.

What we're looking for

• At least 5 years of experience in escalations management, risk management, consulting, or a closely related operational function.
• A strategic mindset with a record of improving operations through innovation and continuous enhancement of customer experience.
• Strong relationship-building and influencing skills across teams, functions, and regions.
• Proven ability to make sound judgments under pressure, tight deadlines, and competing priorities.
• Working knowledge of analytical tools such as Excel or SQL for data analysis and operational decision-making.

Additional information

CEI No: R1659595 / EA No: 07C3147

This role is based in Singapore, Singapore and is an onsite contract assignment.