Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, or trust and safety operations.
Preferred qualifications:
- Experience managing scaled public social media/PR communications alongside high-stakes, 1:1 de-escalation of sensitive creator issues.
- Track record acting as an incident manager in changing environments, including participating in 24/7 on-call rotations.
- Track record in partnering with PR, Legal, Trust and Safety, and Engineering to resolve complex incidents.
- Ability to utilize social analytics and boolean logic to track emerging brand risks and inform executive-level decisions.
- Excellent editorial command of brand voice, translating complex platform policies into empathetic, trusted communications.
About the job
YouTube’s Scaled Comms and 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 enable 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 managing 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
- Triage and resolve sensitive, high-consequence social alerts and escalations under a 24-hour "follow-the-sun" global model to mitigate security and brand risks.
- Develop end-to-end external communications, crafting story angles and messaging on social platforms to safely de-escalate creator situations.
- Partner cross-functionally with PR, Legal, and Trust and Safety to synthesize crisis updates and distribute high priority internal alerts to company executives within strict timelines.
- Drive protocol improvements by identifying workflow efficiencies, automating documentation backend metrics, and maintaining data precision within tracking tools.
- Act as a YouTube platform and creator landscape subject-matter expert, contributing actionable ecosystem insights to weekly internal trend reports.
