Escalations Specialist, Community Operations, Russian

(Dublin, Ireland)

Facebook's mission is to give people the power to share, and make the world more open and connected. Through our growing family of apps and services, we're building a different kind of company that helps billions of people around the world connect and share what matters most to them. 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 make the world more open and accessible. Connecting the world takes every one of us—and we're just getting started.

Facebook is seeking an Escalations Specialist to join Community Operations' Global Escalations team. The Community Operations team develops scaled solutions to user issues, protects users by decreasing negative engagement on the site, and delivers qualitative and quantitative insight into user behaviour. This individual will work to improve the overall user escalations experience for Facebook/Instagram community and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function. He/she will be part of a team that will be optimising processes, solve challenging problems and most importantly, helping to prevent them in future. This is an exciting opportunity to help build a new team at Facebook while driving impact and strengthening user trust with our platform. This position is full time and is based in our Dublin office.

Responsibilities

  • Be the voice of the community and advocate for Community Operations
  • Be an expert on interpreting and enforcing Facebook/Instagram Community standards and policies including some basic compliance policies for non US content
  • Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
  • Investigate reported escalations across multiple channels on Facebook/Instagram and respond to user/press or partner inquiries
  • Implement best-in-class escalations processes and practices for maintaining and exceeding productivity and quality service level agreements
  • Use sound judgment, specific knowledge, signals and insights to drive scalable solutions to support Facebook/Instagram and our users
  • Triage low to medium-risk situations to proper teams for review
  • Partner with cross-functional teams to solve for areas of need with reports, coverage and tool improvements
  • Be able to take action on reported content, and remain up to date on key workflow changes, policy updates and operational guidelines
  • Review and assess non-traditional reporting flows for high-risk escalations Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and procedures
  • Root cause all escalated service requests and collaborate with the cross functional teams to drive continuous improvement to process, policy, product or quality in the interest of improving site and user experience
  • Track and analyze escalation performance metrics and SLAs
  • Work on special projects as needed to scale the escalations function and/or drive quality and process improvements on an ongoing basis
  • As part of the role, each team member will be required to do some limited but regular content review in a language/market they feel comfortable with (this may include additional workflows), to stay close to Community Operations's day-to-day operations
  • Please note that some weekend work will be required on a shift basis, which will be financially compensated

Minimum Qualifications

  • Bachelors degree or equivalent experience
  • Passion for helping people
  • Broad understanding of Facebook community standards and policies
  • A self starter and be able to multitask different priorities of work in a fast paced, ever changing environment
  • Excellent written and verbal communication skills
  • Avid Facebook user, a passion for the product and ensuring a good user experience
  • Demonstrated ability to use sound judgment, work in a high-stress environment, thrive in chaos, and exhibit grace under pressure
  • Ability to drive escalations through defined process to resolution
  • Strong conflict management, negotiation skills and a sense of urgency
  • Demonstrated experience influencing across functional boundaries globally
  • Ability to use and learn tools like SQL and Excel to drive analytics and reporting is nice to have
  • The required candidate must have written and conversational fluency in English and Russian

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