Escalation Specialist, Social Communication and Escalations, YouTube

Job Description

You will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 rapid response for time-sensitive escalations. As an Escalation Specialist, you will act as a subject-matter specialist, responsible for crafting impactful public-facing communications and managing a wide range of escalations from social media channels. Reporting to the Global Escalation Manager, you will collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.Responsibilities:- Manage critical social alerts and escalations, collaborating with PR, trust and safety, product, and engineering teams to craft external communications and resolve issues.- Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.- Develop end-to-end external communications, crafting messages, pitches, and story angles for social media and other channels.- Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal executive communications.- Work non-standard, on-call rotation weekend and holiday hours.Qualifications Required:- Bachelors degree or equivalent practical experience.- 4 years of experience in escalation management related to social media communications, crisis response, risk mitigation.Preferred Qualifications:- Experience in crisis response or escalation management and managing resolution under timely, strict deadlines.- Experience managing external communications on social media.- Excellent communication skills, with a proven ability to work successfully in cross-functional teams, including with executive stakeholders.- Excellent problem-solving and critical thinking skills, with attention to detail in a fluid environment. You will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 rapid response for time-sensitive escalations. As an Escalation Specialist, you will act as a subject-matter specialist, responsible for crafting impactful public-facing communications and managing a wide range of escalations from social media channels. Reporting to the Global Escalation Manager, you will collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.Responsibilities:- Manage critical social alerts and escalations, collaborating with PR, trust and safety, product, and engineering teams to craft external communications and resolve issues.- Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.- Develop end-to-end external communications, crafting messages, pitches, and story angles for social media and other channels.- Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal executive communications.- Work non-standard, on-call rotation weekend and holiday hours.Qualifications Required:- Bachelors degree or equivalent practical experience.- 4 years of experience in escalation management related to social media communications, crisis response, risk mitigation.Preferred Qualifications:- Experience in crisis response or escalation management and managing resolution under timely, strict deadlines.- Experience managing external communications on social media.- Excellent communication skills, with a proven ability to work successfully in cross-functional teams, including with executive stakeholders.- Excellent problem-solving and critical thinking skills, with attention to detail in a fluid environment.

Keyskills :
Escalation managementSocial media communicationsRisk mitigationExternal communicationsCommunication skillsCritical thinkingCrisis responseCrossfunctional teams