Escalation Specialist

About the Role

X’s Safety Organization is dedicated to ensuring users can engage with our platform safely and successfully. This includes investigating issues that may harm users or pose risks to X, with a focus on content moderation and crisis response. As a member of the Safety team, you will support crisis response efforts, analyze content with linguistic expertise, and contribute to operational improvements in a fast-paced, learning-oriented environment. This role involves exposure to sensitive or graphic content, including vulgar language, violent threats, pornography, and other graphic images, requiring a commitment to protecting user safety and freedom of expression.

Responsibilities

• Support X’s crisis response efforts during major incidents and real-world crises by conducting manual sweeps of the platform to identify and mitigate content moderation issues.
• Analyze and interpret user-generated content through the lens of linguistic expertise and X Rules and policies, ensuring unbiased enforcement that exceeds industry standards.
• Communicate effectively with internal teams to escalate issues and provide insights on emerging trends in user-generated content.
• Participate in an on-call rotation, collaborating with the Safety team to provide timely responses to emergency requests from around the world.
• Work across multiple operational workflows to support content moderation and crisis response efforts.
• Identify opportunities to streamline and solidify operational workflows, acting as a key feedback loop for cross-functional partners.
• Provide analyses or recommendations to inform enforcement decisions and strategic policy development based on operational insights.

Required Qualifications

• Bachelor’s degree or equivalent education/experience.
• 1+ years of relevant experience in content moderation and/or customer support.
• Full professional proficiency in English and at least one of the following languages: Spanish, Arabic, Portuguese, or French.
• Flexibility to work across time zones (outside of US shift hours), including weekends and holidays, maintaining a shift rotation.
• Exposure to providing analysis or recommendations that inform enforcement decisions based on company policy.
• Strong written and verbal communication skills.
• Business judgment, strategic thinking, and strong attention to detail.
• Passion and enthusiasm for protecting user safety and freedom of expression.

Preferred Qualifications

• Proficiency in additional languages beyond those required.
• Experience providing analyses or recommendations that inform policy development or strategic decision-making based on operational insights.
• Proven ability to streamline operational workflows or enhance process efficiency.
• Comfort working with sensitive or graphic content in a high-pressure, fast-paced environment.
• Strong collaboration skills and a proactive approach to working with cross-functional teams.