Escalations Specialist - Contract at Meta via Tundra Technical Solutions

About the Role

This contract position is offered by Tundra Technical Solutions to provide support services for Meta, with a contract duration of 12 months. The role is based onsite in Singapore. The High Priority Escalations Team is a critical part of Meta’s Global Response Operations, which is dedicated to safeguarding all individuals, communities, and businesses from risks by addressing integrity and support concerns within the Meta ecosystem, especially during critical scenarios.

This team’s mission involves strategic investigations, enforcement, and coordination of responses to the most pressing issues occurring across Meta's suite of apps. They develop and execute immediate and intermediate mitigation strategies aligned with Meta policies, responding swiftly to crises, emerging risks, and risk-related investigations. The team possesses an in-depth understanding of Meta’s tools, products, policies, and processes, enabling them to create diverse mitigation tactics across platforms, domains, and regions in partnership with various cross-functional teams. This role plays a pivotal part in managing high-stakes events such as crises and elections, thereby strengthening user trust in Meta's applications.

Key Responsibilities

• Conduct thorough reviews and investigations of high priority escalations on Meta’s family of apps, addressing sensitive inquiries timely and effectively.
• Manage issues related to sensitive content and advertisements, including offensive or derogatory material, graphic videos, images, and controversial content.
• Interpret and enforce Meta’s terms of service, encompassing Community Standards, Advertiser & Commerce Policies, and product-specific regulations.
• Utilize internal escalation management tools effectively and identify any tooling deficiencies for improvement.
• Adapt swiftly to changes in escalation requirements and prioritize tasks under pressure.
• Provide creative solutions and problem-solving for escalations, maintaining composure and urgency in ambiguous or challenging scenarios.
• Communicate clearly and promptly with various internal stakeholders such as Public Policy, Legal, Sales, Product, and Engineering teams.
• Participate in a 24/7 operational model requiring on-call shifts, including rotational weekends and after-hours work.
• Leverage expertise from different teams within the Escalations ecosystem to address complex issues.
• Analyze data and trending escalation patterns proactively to recommend process, policy, and product enhancements.
• Collaborate closely with the global team and cross-functional partners to ensure seamless operational coordination.

Important Note

This role entails exposure to potentially graphic or objectionable content, such as violent images, offensive language, self-harm, and other disturbing material. Candidates should be prepared to manage this type of content professionally and with resilience.

Minimum Qualifications

• At least 5 years of operational experience in escalations management, risk management, consulting, or related functions.
• Proven strategic thinking with a history of innovating operations to enhance customer experience through continuous improvement.
• Effective communicator with a demonstrated ability to build relationships and influence across global and cross-functional teams.
• Capacity to make sound decisions quickly in high-pressure, deadline-driven environments.

Preferred Qualifications

• Minimum of 3 years of experience in investigations, trust and safety, or online operations within the technology sector.
• Degree (bachelor's or higher) in business, philosophy, policy, information systems, journalism, legal studies, government, or a related field.
• Familiarity with analytical tools such as Excel or SQL for data-driven decision making.
• Experience managing projects or programs across multiple time zones with diverse stakeholders.

Additional Information

This is a contract role staffed by Tundra Technical Solutions for their client Meta. The engagement is temporary and contractual, not full-time employment. For contract specifics or questions, candidates should contact Tundra Technical Solutions directly.