Decision Assurance Escalation Specialist

About the Role:

As a Decision Assurance Escalation Specialist, you will play a critical hands-on role in safeguarding user interactions across Account, Search, Comments, and Messages. Reporting directly to the Decision Assurance Ops Team Lead, you are responsible for analyzing, investigating, and resolving high-severity tickets, user/creator escalations, and complex operational safety issues. You will serve as a subject matter expert in safety decisioning, ensuring platform integrity through rapid problem-solving, strict SLA compliance, and continuous workflow improvement.

• Key Responsibilities

• Escalation Handling & Incident Resolution

• Investigate and resolve high-severity user/creator escalations, critical platform safety issues, and operational edge cases.

• Execute safety decision-making on complex cases across Video, Account, Live in accordance with platform policies.

• Operational SLA & Case Execution

• Maintain precise turn-around times and hit strict response/resolution SLAs for all assigned ticket queues.

• Apply consistent quality standards to safeguard platform interactions while adapting quickly to evolving safety trends.

• Cross-Functional Collaboration & Communication

• Work closely with quality support, policy, operations to mitigate safety risks.

Requirements:

• Minimum Qualification(s)

• Fluent in English is also required as it is the working language.

• Strong analytical skills with attention to detail.

• A fast learner who has the ability to embrace a fast-paced working environment.

• Comfortable reporting to, or collaborating with, a broad range of XFN partners.

• Presentation skills, cross-cultural communication and interpersonal skills.

• Preferred Qualification(s)

• Experience in Content Moderation/Content Quality/Content Safety/Labeling/Annotation will be an added advantage.

• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.

• Familiar with the business logic of moderation/ Audit and working mode of the upstream and downstream teams.