Facebook Escalations Specialist, Community Operations in Hyderabad, India

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Summary:

Facebook is seeking an Escalations Specialist to join Community Operations’ newly created Global Escalations team. The Community Operations team develops scaled solutions to user issues, protects users by decreasing negative engagement on the site, and delivers qualitative and quantitative insight into user behaviour. This individual will work to improve the overall user escalations experience for Facebook/Instagram community and will be responsible for working cross-functionally across different internal and external teams to help us intelligently scale our escalations function. He/she will be part of a team that will be optimising processes, solve challenging problems and most importantly, helping to prevent them in future. This is an exciting opportunity to help build a new team at Facebook while driving impact and strengthening user trust with our platform. This position is full time and is based in our Hyderabad office.

Required Skills:

  1. Be the voice of the community and advocate for Community Operations

  2. Be an expert at interpreting and enforcing Facebook/Instagram Community standards and policies, including some basic compliance policies

  3. Build and implement best-in-class escalations processes to maintain productivity and quality service level agreements

  4. Be well acquainted with the current world issues and events

  5. Be comfortable dealing with high pressure , complex escalations and pulling in cross functional experts, when appropriate

  6. Be empathetic, sharp and analytical as one works closely with the Legal, and Government bodies across the world

  7. Focused approach to investigate reported escalations across multiple channels on Facebook/Instagram and response to User/Press/or partner enquiries

  8. Track and analyze escalation performance metrics

  9. Be a quick learner. This role requires an understanding of technical & qualitative functions across the company, and the ability to implement this knowledge in a high pressure situation

  10. Explore and building a strong network with the Global team across time zones

  11. Please note that some weekend work will be required on a shift basis

Minimum Qualifications:

  1. Bachelor's with 3-7 years of progressive experience

  2. Passion for helping people

  3. Broad understanding of Facebook community standards and policies

  4. A self starter and be able to multitask different priorities of work in a fast paced, ever changing environment

  5. Excellent written and verbal communication skills

  6. Avid Facebook user, a passion for the product and ensuring a good user experience

  7. Demonstrated ability to use sound judgment, work in a high-stress environment, thrive in chaos, and exhibit grace under pressure

  8. Ability to drive escalations through defined process to resolution

  9. Strong conflict management, negotiation skills and a sense of urgency

  10. Demonstrated experience influencing across functional boundaries globally

  11. Ability to use and learn tools like SQL and Excel to drive analytics and reporting is nice to have

  12. Fluency in English

  13. additional language expertise a plus

Industry: Internet