YouTube Escalation Specialist, Social Comms and Escalations
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 3 years of experience in communications, including both technical communications and executive communications.
- 3 years of experience in escalation management or similar.
Preferred qualifications:
- Experience managing both scaled public communications (social media/PR) and high-stakes 1:1 de-escalation of sensitive creator issues.
- Ability to use social analytics and boolean logic to monitor emerging brand risks and inform executive-level decision-making.
- Strong editorial point of view for the YouTube brand voice, with the ability to translate complex policies into empathetic and trusted communications.
- Demonstrated success collaborating with PR, Legal, Trust & Safety, and Engineering to drive resolution for complex platform incidents.
About the job
YouTube’s Scaled Comms & Escalation team works 24/7 at the forefront of YouTube’s engagement, managing both public conversations and sensitive user interactions. We are the brand's voice on social and community channels, actively shaping public discourse, fostering community growth, and scaling support. Simultaneously, we protect brand reputation and user safety through direct outreach and expert escalation management for sensitive and security-related issues.
As an Escalation Specialist, you will be a critical member of our Scaled Communications & Escalations team, enabling 24x7 rapid response for our most time-sensitive escalations. You will act as a subject-matter expert, responsible for crafting impactful public-facing communications and handling a wide range of escalations from social media channels.
You will report to the Global Escalation Manager and collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.
This role requires on-call work, including working weekends, holidays, and overnight shifts on a rotational basis.
At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun — and we do it all together.
Responsibilities
- Manage critical social alerts and escalations, working closely with PR, Trust & Safety, Product, and Engineering teams to craft external communications and resolve issues.
- Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.
- Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal executive communications.
- Be a subject matter expert on YouTube, creator, and industry social media conversations, contributing valuable insights to weekly internal reports.
- Participate in an on-call weekend rotation, independently operating as an incident manager during select weekends and holidays to manage P0 incidents and send executive social alerts.
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