Facebook Escalations Specialist, Risk & Response in Dublin, Ireland

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 the Risk and Response, Community Escalations team. The Risk and Response 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 communicate clearly to various stakeholders and provide key updates and findings as high priority escalations unfold. We are seeking a team-oriented strategic thinker who can optimise processes, go deep on investigations, solve challenging problems and most importantly, help prevent them in future. This position is full time and is based in our Dublin office.

Required Skills:

  1. Be an expert on enforcing Facebook/Instagram Community standards and policies including some basic compliance policies

  2. Investigate reported escalations across multiple channels on Facebook/Instagram and respond to sensitive global partners inquiries

  3. Address traumatic, sensitive and potentially offensive content

  4. Communicate results of technical analyses with non-technical partners

  5. Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation processes and provide recommendations for process, policy and product improvements

  6. Be comfortable dealing with high pressure escalations, grey areas and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first

  7. The role will require tight coordination with global cross-functional teams including Public Policy, Legal, Community Operations and others to problem solve and develop solutions

  8. Attention to details is a must — Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards

  9. Deliver projects involving quantitative analysis, industry research, and strategy development

  10. Utilize strategic tools, systems, and data to help the team analyze trends and deliver insights to define goals and improve processes

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

Minimum Qualifications:

  1. Bachelors degree or equivalent experience

  2. Experience in project management and operations

  3. 2+ years Escalations experience, or similar experience in a fast paced, often high pressured environment

  4. passion for helping people and user focus

  5. Broad understanding of Facebook Community Standards

  6. Ability to multitask different priorities of work in a fast paced, ever changing environment

  7. Excellent written and verbal communication skills

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

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

  10. Demonstrated experience influencing across functional boundaries globally Fluency in written and conversational English (other languages are a plus)

Preferred Qualifications:

  1. Degree in International Relations, Political Science, Law, or related field is a plus

  2. Experience working with NGOs and / or government entities

  3. Experience in investigations, internet safety or equivalent environment

  4. Ability to use and learn tools like SQL and Excel to drive analytics and reporting

  5. Project management experience is highly desired

Industry: Internet