YouTube Escalation Specialist, Social Comms and Escalations

Job description

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.