Responsibilities
- Directly manage a team of Global Escalations Specialists, providing coaching, feedback, and performance management with regular 1:1s and performance check-ins
- Support onboarding and ongoing team development across policy knowledge, judgment, and escalation handling
- Foster a psychologically safe, inclusive team culture that prioritizes well-being and resilience
- Oversee daily escalation queues to ensure timely, accurate, and consistent resolution of cases
- Serve as a point of escalation for complex or sensitive cases, including those involving safety risk, media attention, legal considerations, or executive visibility
- Review decisions and provide quality feedback to ensure adherence to Trust & Safety policies and escalation standards
- Exercise sound judgment in ambiguous or novel scenarios, escalating appropriately when needed
- Manage daily workflows, coverage, and capacity to meet SLAs and operational goals
- Track and report on team-level metrics including volume, turnaround time, and quality
- Identify escalations trends, flagging insights to senior leadership and supporting process improvements to increase efficiency, consistency, or quality
- Partner with Trust & Safety Policy, Legal, Comms, Product, and regional operations teams on escalated matters
- Support senior manager with preparation for executive, legal, or external escalations
- Communicate clearly and professionally with internal stakeholders on sensitive issues
What We’re Looking For
- 4+ years of relevant experience, including 2+ years of people management experience, ideally in Trust & Safety, operations, risk, or a related function with proven ability to coach, develop, and support team members in high-pressure environments
- Experience handling sensitive, high-risk, or complex issues that require strong judgment and discretion
- Strong understanding of online safety, abuse prevention, or platform integrity concepts
- Excellent written and verbal communication skills, particularly when navigating sensitive or ambiguous situations
- Comfort operating in fast-paced, ambiguous, and high-stakes environments
- Sound judgment and decision-making
- Emotional intelligence and empathy, including the ability to manage stress and support others in high-pressure situations
- Collaboration and strong stakeholder management skills
- Experience working in Trust & Safety or escalations at a consumer technology platform
- Familiarity with global safety considerations and cultural nuances
- Experience partnering with Legal, Policy, or Communications teams
- Background in incident response or crisis management
