Escalations Specialist

Role overview

This is a 12-month contract engagement through Tundra Technical Solutions to support Meta. The position sits within the High Priority Escalations Team, part of Global Response Operations, which works to protect people, communities, and businesses by identifying, preventing, and reducing integrity and support risks across Meta’s ecosystem. The team handles urgent, unclear, and high-impact issues across Meta’s family of apps, helping shape immediate and longer-term mitigation approaches while collaborating closely with cross-functional partners.

The work involves monitoring rapidly evolving situations such as crises, elections, and other unusual or emerging issues, then coordinating the right response using Meta’s policies, systems, and operational knowledge. This is a high-responsibility role for someone who can balance speed, judgment, and communication in sensitive situations.

What the team does

The High Priority Escalations Team investigates critical escalations, enforces relevant policies, and coordinates responses for the most important cases across Meta’s products. The team develops both short-term and more durable mitigation plans, works across policy and operational functions, and helps improve how Meta responds to risk at scale.

Responsibilities

In this role, you will review and assess urgent escalations across Meta’s family of apps, handle sensitive inquiries, and determine the right action in complex situations. You will also work on content and ads-related matters that may include offensive text, imagery, videos, or other controversial material, and apply Meta’s policies and product guidelines consistently.

You will be expected to use internal escalation tools effectively, flag process or tooling gaps, adapt quickly as priorities shift, and resolve issues with urgency and sound judgment. The role also requires regular coordination with multiple internal teams such as Public Policy, Core Policy, Legal, Sales, Product, and Engineering, as well as close partnership with global and cross-functional stakeholders.

Additional responsibilities include analyzing escalation patterns and data to identify opportunities for process, policy, and product improvement, leveraging specialized teams where needed, and contributing to stronger and more efficient escalation handling across the organization.

Working conditions

This is a 24/7 team environment. The schedule includes on-call coverage, rotating weekends, and after-hours work. The role may expose you to graphic, disturbing, or objectionable content, including violent imagery, abuse-related material, self-injury content, and other highly sensitive cases.

Contract note

This posting is for a contractor assignment rather than permanent employment. Selected candidates will be engaged for the stated project duration, and questions about contract terms or engagement details should be directed to Tundra Technical Solutions.

Minimum qualifications

You should bring at least 5 years of operational experience in escalations management, risk management, consulting, or a similar field. The role also calls for strong strategic thinking, a track record of improving operations through innovation and continuous improvement, and the ability to build relationships and influence across teams and geographies. You must be able to make decisions under pressure, meet tight deadlines, and manage competing priorities.

Preferred qualifications

It is an advantage to have 3 or more years of experience in investigations, trust and safety, or online operations within a technology company. A bachelor’s or advanced degree in business, philosophy, policy, information systems, journalism, law, government, or a related equivalent background is also preferred. Experience using analytical tools such as Excel or SQL, along with a history of managing projects or programs across time zones with multiple stakeholders, would be beneficial.

Additional information

The assignment is based in Singapore. This is a contract role for 12 months and is not a full-time employment opportunity.