Escalation Management Specialist

1 dia atrás

São Paulo, São Paulo, Brasil beBeeEscalation Tempo inteiro R$180.000 - R$240.000
Escalation Management Specialist

We are seeking a highly skilled Escalation Management Specialist to join our team. As an Escalation Management Specialist, you will be responsible for managing and resolving complex escalations across the Facebook/Instagram product suite.

Main Responsibilities:

  • Review, investigate and process reported escalations, responding to sensitive global partner inquiries
  • Proactively investigate, troubleshoot and drive complex escalations to resolution, communicating with cross-functional partners throughout the process
  • Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process and provide recommendations for process, policy and product improvements
  • Deal with high-pressure escalations, gray areas and collaborate with cross-functional experts to resolve issues swiftly
  • Cross-functionally coordinate with global teams including Public Policy, Legal, Sales, Product, Global Operations and others to problem solve and develop solutions
  • Stay up-to-date on key workflow changes, operational guidelines, policy updates and enforcement standards
  • Utilize strategic tools, systems and data to help the team analyze trends and deliver insights to define goals and improve processes
  • Address sensitive content issues, including graphic images, videos and writings, offensive or derogatory language, and other objectionable material as needed

Requirements:

  • 5+ years of experience in online operations, analyst, project management, consulting, online escalations environment or alike
  • Experience driving high-priority cases through process of resolution
  • Excellent communicator with strong influencing skills across different stakeholders, including senior stakeholders
  • Ability to shift priorities quickly, while maintaining a high degree of organization and control
  • Strong analytical skills and data orientation with experience in solving ambiguous problems using data and providing practical business insights
  • Experience in project management and managing strategic projects with cross-functional teams
  • Track record of driving process improvements & cost optimization

Preferred Qualifications:

  • Experience with analytical tools (like Excel or SQL) to drive analytics and reporting
  • Understanding of how the broader social media landscape is changing
  • Understanding of Meta's operational guidelines and knowledge of Meta's suite of products

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