Escalations Specialist

Responsibilities

• Investigate and resolve high-priority escalations in a timely and accurate manner
• Review and assess sensitive or complex content and cases
• Apply internal policies and guidelines consistently when making decisions
• Collaborate with cross-functional teams such as Legal, Policy, Product, and Operations
• Manage multiple priorities and make sound decisions under pressure
• Identify trends and contribute to process and policy improvements
• Support response efforts during critical events or incidents
• Important Information
• This role may involve exposure to potentially disturbing or sensitive content (e.g. graphic or harmful material). Appropriate training and support resources will be provided.
• Requirements / Must-Have
• 5-7+ years of experience in operations, escalations management, trust & safety, risk, or a related field
• Strong analytical thinking and problem-solving skills
• Ability to prioritise effectively and work under pressure
• Excellent communication and stakeholder management skills
• Preferred
• Experience in investigations or trust & safety within a tech or digital platform environment
• Familiarity with data analysis tools (e.g. Excel, SQL)
• Experience working with global teams across time zones
• Bachelor's degree or equivalent experience in a relevant field
• We regret to inform that only shortlisted candidates will be notified.
• EA Reference: R22104900 Zheng Qimei
• Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544

Additional Information

Job Description We are hiring an Escalations Specialist to join a high-impact operations team responsible for managing complex and time-sensitive issues across a global digital platform. In this role, you will investigate and resolve high-priority cases, respond to emerging risks, and work closely with cross-functional teams to deliver timely and effective solutions. You will play a key role in maintaining platform integrity and ensuring a safe user experience. This is an excellent opportunity for candidates who thrive in fast-paced environments, enjoy problem-solving, and want to work on issues with real-world impact.

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