Escalation Specialist (Crisis & Response Management) - ref. s35944603

Escalation Specialist (Crisis & Response Management)

Salary:

€90,000 - €105,000 per annum

Escalation Specialist (Crisis & Response Management)

We’re seeking a skilled Escalation Specialist to join a global technology leader connecting billions of users worldwide. This role sits within the Global Response Organization, a team dedicated to user safety, crisis response, and risk management across the company’s platforms.

As part of this high-impact team, you’ll manage complex and sensitive escalations, collaborating with Legal, Policy, Product, Engineering, and Public Affairs to protect users and uphold platform integrity.

• Lead and resolve real-time, high-impact escalations involving sensitive or harmful content.
• Apply community standards, policies, and global regulations to assess and mitigate risks.
• Collaborate with cross-functional and executive stakeholders to ensure fast, effective resolutions.
• Conduct investigations, root cause analysis, and improve escalation processes.
• Support program management for platform safety and crisis preparedness.
• Partner with vendor teams to ensure operational excellence and KPI compliance.
• Participate in a global on-call rotation, including occasional weekend or after-hours coverage.

• 8–10 years in escalation management, trust & safety, crisis response, or online operations (tech, AI, or law enforcement).
• Proven investigation and stakeholder communication experience, including executive-level coordination.
• Composed under pressure, decisive in ambiguous or high-stakes situations.
• Exceptional communication skills—clear, concise, and persuasive.
• Comfortable handling graphic or sensitive content.
• Strong with data tools such as Excel and SQL for analysis and reporting.

• Experience in AI, data storytelling, or analytics-driven operations.
• Background in executive communication or global operations.
• Fluency in a second language.
• Previous experience at top tech or high-growth companies (e.g., TikTok, Microsoft, Stripe).

This opportunity is an 11-month contract, fully on-site in Bellbridge, Dublin, paying up to €105,000 per annum (pro rata).

To hear more about this position or to discuss your suitability, please apply today!

If you would like to know more about this role, you can reach me at anamarija.bratovic@recruiters.ie

You can also apply using the “Apply Now” button below.

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