Policy Escalations Support Specialist, Trust & Safety

Company Description

X’s purpose is to service the public conversation and be the global town square. X is what’s happening and what people are talking about right now. The Policy Escalations Support team within Trust & Safety is at the frontline to ensure that all people can participate in the public conversation freely and safely. Every day, we make edge and nuanced decisions on the most difficult and complex cases involving real-world harm, privacy violation, online abuse, and illegal activities. We anticipate, detect, and respond to real-time events, such as violent attacks, civil unrest, and war & conflict.

Job Description

What You’ll Do
As the Policy Specialist, you will:
● Be well-versed in X’s policies, product features, and Trust & Safety functions.
● Be the point of contact for escalations to support our global operations; Identify, prioritize, and resolve complex issues and other escalated matters.
● Monitor inbound cases and review them against X policies; Provide policy recommendations to internal stakeholders, including to senior leadership.
● Investigate real-time events, high-profile issues, and emerging online trends; Swiftly disseminate sweep and enforcement guidelines to operation teams.
● Be part of the policy development cycle by identifying policy and enforcement gaps and providing feedback to the User Policy team.
● Contribute to post-incident reviews; Identify root-cause problems and lessons-learned opportunities for improvements in our policies, processes, and tooling.

Who You Are
● You have a good understanding of online safety, privacy, and freedom of expression, with specific
experience dealing with safety issues in the APAC, EMEA, and/or Americas regions.
● You are passionate about understanding how abuse and harassment manifests online, and how to
balance between healthy conversation and freedom of speech.
● You are flexible, motivated, and a fast learner with a growth mindset who brings positivity and a
solution-focused attitude to all tasks.
● You work well under pressure; You understand risks and priorities of issues at hand, can balance pros
and cons, and facts over opinions, and be biased for action.
● You are comfortable working in a fast-paced, ever-changing environment, and adapting to the needs and
work styles of other teams and organizations.
● You build and cultivate healthy relationships with teammates and be willing to provide support as
needed.

Qualifications

Basic Requirements
● Bachelor’s Degree or equivalent experience.
● 3-4 years of relevant experience, including familiarity with content policy development and
enforcement.
● Availability to work on weekends. Schedule could include weekend coverage (Sunday-Thursday or
Tuesday-Saturday).
● Prior experience working in a globally distributed team.
● The scope of the role covers the APAC/EMEA/Americas region hence business level fluency in one or
more regional languages is a plus.
● Experience working with SQL or Google Spreadsheet is a plus.

Additional Information

Eligible Locations
This is an in-office role. The following offices are available for this position:
● Singapore: Singapore
● US: San Francisco, Los Angeles, New York, Washington DC

All your information will be kept confidential according to EEO guidelines.

Note: Exposure to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images