YouTube Escalation Specialist, Social Comms and Escalations

YouTube Escalation Specialist, Social Comms and Escalations Overview

The YouTube Scaled Comms and Escalation team operates around the clock, engaging with public conversations and managing sensitive user interactions. This team plays a crucial role in shaping public discourse, fostering community growth, and ensuring brand safety through expert escalation management.

As a YouTube Escalation Specialist, you will be responsible for providing rapid response to urgent escalations, acting as a subject-matter expert in crafting impactful communications and managing various escalations from social media platforms. You will work closely with the Global Escalation Manager and collaborate with cross-functional teams to mitigate brand risks and resolve user and creator issues effectively. This position requires availability for on-call work, including weekends, holidays, and overnight shifts on a rotational basis.

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.

Requirements

• A Bachelor’s degree or equivalent practical experience is required.
• At least 2 years of experience in a customer-facing role that involves incident response, crisis management, online escalations, or trust and safety operations.
• Experience in managing public social media communications and handling sensitive creator issues in high-pressure situations.
• Proven ability to act as an incident manager in dynamic environments, including participation in 24/7 on-call rotations.
• Experience collaborating with PR, Legal, Trust and Safety, and Engineering teams to resolve complex incidents.
• Proficiency in using social analytics and boolean logic to identify emerging brand risks and support executive decision-making.
• Strong editorial skills to convey complex platform policies in a clear and empathetic manner.

Benefits

• Opportunity to work in a dynamic and innovative environment at the forefront of technology and creativity.
• Collaborative culture that values diverse perspectives and encourages personal and professional growth.

Degree Requirement: Bachelor’s

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