Early Response Escalations Specialist, Risk and Response

As a member of the Risk and Response organization, you are at the forefront of solving problems for Facebook, enabling the team to move fast through your problem-solving skills, analytical savvy, and resourceful thinking. The Early Response Escalations team is focused on resolving high-touch escalations and enforcement of Facebook's Community Standards against highly sensitive and complex cases. We're looking for a proactive, data-driven team player to partner with Partnerships, Content Policy, Operations and other teams within Risk & Response to drive solutions for an ever-expanding constituent base ranging from employees to leadership to media partners. We coordinate across these teams to identify and close gaps in content policy, maintain relationships with partner managers to improve the user experience, & investigate escalations related to the content and concerns of partners. We're looking for someone who thrives in ambiguity, remains committed to quality and efficiency in high-pressure situations, and communicates clearly and concisely. This is a full-time position in Singapore.

EARLY RESPONSE ESCALATIONS SPECIALIST, RISK AND RESPONSE RESPONSIBILITIES

  • Interpret and enforce Facebook andInstagram Community Standards and policies
  • Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards
  • Partner with cross-functional teams to improve Community Standards enforcement, quality, reporting and tools
  • Quantify parameters and establish processes for data driven insights and workflow changes
  • Respond to escalated user/partner inquiries with high quality, accuracy and speed
  • Review and investigate reported escalations across multiple channels for high risk Facebook and Instagram users
  • Synthesize investigative findings through reports and presentations that provide a coherent narrative assessment
  • Communicate and collaborate with policy and product teams to drive continuous process improvements for users
  • Regularly address graphic, sensitive and potentially offensive or controversial content
  • Please note that some weekend work will be required on a shift basis
MINIMUM QUALIFICATIONS
  • BA/BS degree or relevant experience
  • Analytical-thinking and problem-solving experience
  • Ability to work independently and reliably under tight timeframes in a fast-paced environment
  • Experience prioritizing multiple functions and tasks
  • Proactive self-starter who is comfortable with ambiguity
  • Ability to work collaboratively and share knowledge within a fast-moving organization
  • Experience analyzing data to tell a story and make recommendations
  • Comfort assessing graphic, sensitive and potentially offensive or controversial content
PREFERRED QUALIFICATIONS
  • Client management/customer service experience
  • 1+ years experience doing quantitative analysis (SQL and/or Excel)
  • Experience facilitating user support communications with top quality service levels
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com .


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