Responsibilities
The Emergency Response Team is a global team that operates 24/7, handling emergency request from law enforcement and handling escalations from internal stakeholders to mitigate imminent risk of harm to users on/off the platform while protecting the fundamental principle of user privacy.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
Responsibilities
- Demonstrate operational excellence in evaluating risk, threats, and user privacy, particularly in time-critical emergency escalations.
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- Review and assess high volumes of inbound emergency escalations from law enforcement, government agencies, and internal teams.
- Make fast-paced, independent decisions based on analysis of various complex factors, including imminence of danger, sensitivities, and graphic content, while adhering to applicable laws, terms of service, and internal policies.
- Coordinate and collaborate with internal and external partners, including global law enforcement, to ensure user safety.
- Create and articulate written and verbal responses to inquiries from law enforcement, government agencies, and internal teams regarding emergency response policy and processes.
- Master various back-end data systems to ensure effective handling of safety issues and continuously improve the quality of response mechanisms.
- Summarize and compile analytical, retrospective, or data-driven investigation reports.
- Lead projects aimed at enhancing back-end systems, processes, and response quality.
- Collaborate with cross-functional global teams to address emerging risks and align on response strategies.
- Participate in regular weekend duties and demonstrate flexibility with alternative schedules.
Qualifications
Minimum Qualifications
- Bachelor's degree and a minimum of 2 years of relevant experience in investigative or analytical roles, preferably in internet content safety, risk management, trust & safety, or emergency response operations.
- Fluency in English and Spanish (and/or Portuguese). This is critical as the role will be one of the main points of contact responsible for the Latin America market.
- Experience working with social media, analytical tools, and online research to assess risk and threats effectively.
- Proven ability to assess threats, make high-stakes decisions independently, and operate under pressure in complex and dynamic environments.
- Strong verbal and written communication skills, with the ability to tailor communication to different stakeholders, including law enforcement and cross-functional teams.
- Aptitude for quantitative analysis, with a detail-oriented and self-starting approach.
- Ability to work with graphic content, including but not limited to images, videos, audio, and text related to child safety, graphic violence, self-injury, which may be considered offensive or disturbing.
Preferred Qualifications
- Experience in crisis management, government agencies, or law enforcement.
- SQL and data analytics skills to enhance investigative and reporting capabilities.
- Experience leading projects aimed at improving operational processes and emergency response mechanisms.