Japanese Escalations Specialist (Contract)
11 month contract | Hybrid, Dublin based
We are seeking an experienced Escalations Specialist to support enforcement, advertiser operations, and high-priority case management across a large global social media and advertising ecosystem. This role focuses on resolving complex escalations, supporting high-value advertisers, and partnering closely with international cross-functional teams.
This role requires strong analytical thinking, excellent judgement in ambiguous scenarios, and the ability to manage sensitive, high-pressure cases efficiently.
Key Responsibilities
Interpret and enforce platform Terms of Service, including Community Guidelines, Advertiser and Commerce policies, and Intellectual Property regulations.
Review, investigate, and process high-priority or sensitive escalations across multiple products.
Respond to inquiries from global partners, including legal rights concerns, press-related issues, user reports, and partner requests.
Proactively troubleshoot and drive complex escalations to resolution while keeping cross-functional partners informed.
Analyse escalation data and trends to identify workflow improvements and provide recommendations for policy, product, or process updates.
Collaborate with teams across Public Policy, Legal, Sales, Product, Global Operations, and other stakeholder groups to develop solutions.
Stay up to date on workflow changes, policy updates, and enforcement standards.
Use internal tools and data systems to surface insights and support process optimisation.
Handle sensitive content when required (e.g., offensive language or graphic material), though the role does not involve regular exposure to extreme content.
Support premium advertisers via email and chat through internal support tools.
Work cases for large advertisers, including impersonation enforcement and issues related to paid content.
Participate in internal projects to improve performance, processes, and operational efficiency.
Typical Day in the Role
Log into internal systems to manage incoming email and chat-based escalations.
Handle 2–3 cases per hour, primarily assisting advertisers whose content or ads have been flagged, removed, or require deeper review.
Work closely with sales and enforcement teams on high-revenue or high-visibility content issues.
Support senior leadership and executive-level stakeholders through timely, accurate case handling.
Contribute to ongoing projects aimed at improving team workflows and operational effectiveness.
Required Qualifications
2–3 years of experience in online operations, escalations, trust & safety, project management, consulting, or a similar environment.
Strong analytical and problem-solving skills.
Experience driving high-priority cases through to resolution.
Demonstrated project management experience and ability to coordinate with global partners.
Excellent communication skills across a range of stakeholders.
Ability to work effectively in ambiguous situations and exercise sound judgement.
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