Facebook - Escalations Specialist - Community Operations - Global Escalations Team

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 optimizing 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.

Responsibilities :

- Be the voice of the community and advocate for Community Operations;

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

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

- Be well acquainted with the current world issues and events;

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

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

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

- Track and analyze escalation performance metrics;

- 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;

- Explore and building a strong network with the Global team across time zones;

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

Requirements :

- Bachelor's with 2-4 years of progressive experience;

- Passion for helping people;

- Broad understanding of Facebook community standards and policies;

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

- Excellent written and verbal communication skills;

- Avid Facebook user, a passion for the product and ensuring a good user experience;

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

- Ability to drive escalations through defined process to resolution;

- Strong conflict management, negotiation skills and a sense of urgency;

- Demonstrated experience influencing across functional boundaries globally;

- Ability to use and learn tools like SQL and Excel to drive analytics and reporting is nice to have;

- Fluency in English; additional language expertise a plus