Global Escalations Specialist, Member Experience

About the team

The Global Escalations group sits within Member Experience and supports a large, worldwide user base. Its work focuses on creating safer, more positive experiences for members while handling issues that require careful review and judgment.

This role is centered on complex escalations across Trust & Safety and support operations. The team looks into safety-related concerns, abuse complaints, product issues, and advanced support cases, all while staying aligned with Community Guidelines and Terms of Service.

What you'll do

• Protect the platform by identifying fraud, upholding Terms of Service, and improving the member experience.
• Handle intricate and high-sensitivity escalations from Trust & Safety and member support.
• Examine bug reports and product behavior concerns, working with Engineering to help drive fixes.
• Collect and interpret member feedback tied to new launches and feature releases.
• Stay effective in fast-moving, uncertain, and high-pressure situations while applying sound judgment.
• Review sensitive material such as graphic content, harassment, hate speech, and other policy breaches.
• Work closely with teams across Member Experience, Engineering, Communications, Marketing, Legal, and outsourced support partners.
• Support team projects and look for ways to streamline workflows and improve operational efficiency.

What we're looking for

• A bachelor’s degree or an equivalent qualification.
• At least 1 year of relevant experience in a similar position.
• Working familiarity with Zendesk.
• The ability to quickly understand complicated cases and explain them clearly.
• Strong analytical thinking, troubleshooting ability, and attention to detail.
• Comfort working in a fast-paced environment that changes frequently.
• Capability to handle several priorities at once while maintaining quality under pressure.
• Excellent time management and prioritization skills.
• A proactive attitude and the ability to learn quickly.
• Strong teamwork and cross-functional collaboration skills.
• Comfort with technology and the ability to investigate and resolve system issues.
• A genuine interest in helping people and improving user experiences.
• Strong critical thinking and the ability to isolate root causes logically.

Interview process

The hiring process is designed to learn about your background, problem-solving approach, and fit for a Trust & Safety and Member Experience setting.

• Assessment
• Recruiter screening
• Hiring manager interview
• Team interview
• Final panel interview

The interview sequence may change depending on business requirements and candidate availability.

Additional information

• Only candidates who are already authorized to work in Singapore without needing work pass sponsorship can be considered.
• Because of the high number of applications, only shortlisted candidates will be contacted.