Community Escalations Specialist, Risk and Response

Community Escalations Specialist, Risk and Response
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Meta Platforms, Inc. (Meta), formerly known as Facebook Inc., builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps and services like Messenger, Instagram, WhatsApp, and Novi further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. To apply, click “Apply to Job” online on this web page.
Community Escalations Specialist, Risk and Response Responsibilities
  • Interpret and enforce company terms of service, standards, and policies, including the Company Standards, Advertiser and Commerce Policies.
  • Investigate, troubleshoot, and drive the most sensitive and complex escalations of public interest involving regulatory and legal requests to resolution, and communicate to cross-functional partners.
  • Review, investigate and process reported escalations across the product suite and respond to sensitive global partners’ inquiries, including incoming reports of alleged legal rights infringement and escalated user, press and partner inquiries.
  • Gather, analyze and utilize relevant data and escalation trends to develop improvements to the overall escalation process, provide recommendations for process, policy and product improvements.
  • Leverage data to provide insights about user behavior and to inform business decisions.
  • Track current incoming volumes and trends in order to create forecasting models for operational insights.
  • Handle high pressure escalations and grey areas, and collaborate with cross functional experts, when appropriate, to resolve issues swiftly.
  • Coordinate with global cross-functional teams to problem-solve and develop solutions.
  • Address sensitive content issues. May telecommute from anywhere in the U.S.
Minimum Qualifications
  • Bachelor’s degree in International Affairs, Public Affairs, or a related field and 36 months of experience in the job offered or in a related occupation. Experience must include 36 months involving the following:
  • Online operations and internal case work
  • Driving high-priority regulatory and legal cases through process of resolution
  • Interpreting internal account data and signals to effectively detect and understand integrity risks
  • Informing key stakeholders of ongoing risk trends for better risk mitigation strategies
  • Conducting complex investigations dealing with legal, reputational risks
  • Managing an internal Customer Relationship Manager software (CRS) focused on customer management
  • Implementing quality control procedures in review processes
  • Managing external vendors in Latin America, and 9. Helping clients obtain social media reviews
Locations
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. We may use your information to maintain the safety and security of Meta, its employees, and others as required or permitted by law. You may view Meta's Pay Transparency Policy, Equal Employment Opportunity is the Law notice, and Notice to Applicants for Employment and Employees by clicking on their corresponding links. Additionally, Meta participates in the E-Verify program in certain locations, as required by law.

Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations-ext@fb.com.