YouTube Escalation Specialist, Social Comms and Escalations

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.

You will report to the Global Escalation Manager and collaborate extensively with cross-functional teams to mitigate brand risk and ensure swift and effective resolution of user and creator issues.

• 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.

This role requires on-call work, including working weekends, holidays, and overnight shifts on a rotational basis.