YouTube Escalation Specialist, Scaled Comms and Escalations

YouTube Escalation Specialist, Scaled Comms and Escalations - Google Careers

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YouTube Escalation Specialist, Scaled Comms and Escalations

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corporate_fareYouTubeplaceLos Angeles, CA, USA; San Bruno, CA, USA

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Experience completing work as directed, and collaborating with teammates; developing knowledge of relevant concepts and processes.

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This role may also be located in our Playa Vista, CA campus.

Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Los Angeles, CA, USA; San Bruno, CA, USA.

Minimum qualifications:

• Bachelor"s degree or equivalent practical experience.
• 2 years of experience with trust and safety, incident management, risk operations, scaled customer support, escalation management, or crisis response.
• Experience investigating, diagnosing, and resolving user-facing issues.

Preferred qualifications:

• Experience managing scaled public social media/PR communications alongside high-stakes, 1:1 de-escalation of sensitive creator issues.
• Ability to utilize social analytics and boolean logic to track emerging brand risks and inform executive-level decisions.
• Excellent editorial command of brand voice, translating complex platform policies into empathetic, trusted communications.
• Track record acting as an incident manager in changing environments, including participating in 24/7 on-call rotations.
• Track record in partnering with PR, Legal, Trust and Safety, and Engineering to resolve complex incidents.

About the job

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 be a critical member of our Scaled Communications and Escalations team, enabling 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.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

US: $90000 - $129000 (USD) + 15% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities

• Manage critical social alerts and escalations, working closely with Public Relations (PR), Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues.
• Own sensitive, high-consequence escalations by investigating and developing bespoke communication strategies to mitigate security and brand risks.
• Own the development of end-to-end external communications, crafting messages, pitches, and story angles for social media and other channels.
• Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal executive communications.
• Drive continuous improvement by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.

Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google"s Applicant and Candidate Privacy Policy.

Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google"s EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.

Equity is granted exclusively and discretionarily by Alphabet Inc. on the basis of an agreement concluded between you and Alphabet Inc. Alphabet Inc. is your sole contractual partner with respect to equity grants. GSU grants are not guaranteed, are discretionary, are subject to approval by the Alphabet Inc. board of directors or its delegate, the terms of the relevant Alphabet Inc. stock plan, and your grant agreement. They have no impact on statutory payments. Current or past grants do not confer an acquired right.

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