YouTube - San Bruno, CA
posted 3 months ago
In this role, you will join a global team enabling 24x7 scaled communication and escalation coverage. You will publish timely communications across social media platforms, community forums, and YouTube channels. You will work across several teams, including Public Relations (PR), Marketing, Trust and Safety, Legal, Product, and Engineering to resolve public support issues and escalation incidents. You will manage sensitive priority incidents, which will involve real-time problem-solving, managing executive stakeholders, and driving decision making with minimal supervision. In addition to core escalation coverage responsibilities, you will also drive continuous improvement of social communications, engagement strategies, and internal escalation protocols, such as improving the reactive communication experience for an assigned product area, or developing preventative solutions to mitigate future escalations and high-profile events. In this role, you will monitor and respond to critical escalations from social media platforms, working closely with Legal, PR, Trust and Safety, Product, and Engineering teams to craft external communications and resolve issues. You will triage incidents efficiently and publish proactive communications across social media platforms, community forums, and YouTube channels, adhering to service level agreements.