YouTube Escalation Specialist, Scaled Comms and Escalations

Job description

from Google careers

YouTube’s Scaled Comms and Escalation team works 24/7 at the forefront of YouTube’s engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.

As an Escalation Specialist, you will be a critical member of our Scaled Communications and Escalations team, enabling 24x7 rapid response for our most time-sensitive escalations. You will act as a subject-matter expert, responsible for crafting impactful public-facing communications and managing a wide range of escalations from social media channels.

You will report to the Global Escalation Manager and collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $90000 - $129000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Manage critical social alerts and escalations, working closely with Public Relations (PR), Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
• Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.
• Own the development of end-to-end external communications, crafting messages, pitches, and story angles for social media and other channels.
• Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal executive communications.
• Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience with trust and safety, incident management, risk operations, scaled customer support, escalation management, or crisis response.
• Experience investigating, diagnosing, and resolving user-facing issues.
  

Preferred qualifications:

• Experience managing scaled public social media/PR communications alongside high-stakes, 1:1 de-escalation of sensitive creator issues.
• Ability to utilize social analytics and boolean logic to track emerging brand risks and inform executive-level decisions.
• Excellent editorial command of brand voice, translating complex platform policies into empathetic, trusted communications.
• Track record acting as an incident manager in changing environments, including participating in 24/7 on-call rotations.
• Track record in partnering with PR, Legal, Trust and Safety, and Engineering to resolve complex incidents.