Escalation Response Specialist - USDS

You will be instrumental in responding to emergency escalations, promptly detecting and removing content related to various online risks and harms. Your role involves collaborating with internal and external partners, including law enforcement and product and policy teams to ensure user safety in time-critical situations. You'll also contribute to post-mortem and root cause analyses, enhancing our strategies to mitigate the recurrence of similar incidents.

Our Escalations Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that our Escalations Team interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis

In order to enhance collaboration and cross-functional partnerships, at this time, our organisation follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

This position will be full-time and will be based in our London location. This will entail a Tuesday through Saturday, or Sunday through Thursday work week which will include holiday support.

Responsibilities
- Triage and contain high-priority escalations for the USDS Trust and Safety organisation, proactively identifying and evaluating emerging risks.
- Develop and execute investigative strategies for tackling escalations, driving action items, holding partners accountable, and communicating updates in real-time.
- Review and assess instances of Child Sexual Exploitation and Abuse (CSEA).
- Lead and manage high-priority escalations, ensuring compliance with U.S. user privacy regulations and protocols.
- Coordinate with internal and external partners, including law enforcement, to ensure user safety in high-priority escalations.
- Execute instant decision-making while analysing a variety of factors that include imminence of danger, sensitivities, and graphic content.
- Report findings to senior leadership and stakeholders, initiating post-mortem and root cause analysis as necessary to mitigate the likelihood of recurrence for the same or similar incidents.
- Create and articulate written and/or verbal responses to questions from law enforcement, government agencies, and internal teams regarding emergency response policy, process, and escalation management.
- Handle sensitive information in compliance with Terms of Service, applicable laws, regulations and internal SOPs while protecting user privacy.
- Draft internal documentation for workflows, procedures concerning safety, data disclosure, and escalation management.
- Demonstrate operational excellence on a team that evaluates risk, threats, and user privacy in the world centered around time-critical emergency escalations, including reviewing and assessing inbound emergency escalations from law enforcement and other teams.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent experience in a related field.
- Over 4 years of relevant experience in law enforcement, trust and safety, investigative, or analytical roles.
- Proven ability in crisis management, strategic response, escalations investigations, or a related field.
- Proven ability to thrive in fast-paced, ambiguous environments, prioritise work, and make grounded decisions in high-pressure situations.
- Excellent verbal and written communication skills, with the ability to adapt communication styles to suit different stakeholders, including cross-functional teams, leadership, and law enforcement.
- Experience in reviewing or being exposed to sensitive content that violate our community guidelines, which include but are not limited to: bullying, hate speech, child sexual exploitation and abuse, sexual assault, torture, bestiality, self-harm, suicide and murder.
- Demonstrated experience as a collaborative team player with a technical aptitude for learning complex tools or systems required for daily operations.

Preferred Qualifications
- Law enforcement response team or emergency escalations experience, especially in global markets.
- Experience in handling child sexual exploitation and abuse (CSEA) cases.
- An investigative mindset with the ability to pull and analyse data independently for informed decision-making.
- The ability to drive impact while working in an extremely dynamic environment.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.