Company Description
X’s Safety Org is responsible for helping our users successfully and safely use our platform. This includes investigating issues that may cause harm to our users or pose a risk to X. We innovate, experiment, move at a fast pace, and are committed to being a learning organization with a growth mindset. This means we are always looking for ways to improve our policies, our detection and enforcement, and ourselves.
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You will:
Handle legal content removal requests, including document intake and processing as well as analyzing and interpreting content through the lens of X Rules and policies without bias, and provide a level of support that exceeds industry standards;
Work closely with Legal Policy team members in EMEA, US and JAPAC on prioritizing requests and ensuring consistency in the team’s operations;
Collaborate effectively with cross-functional stakeholders, performing comprehensive analysis of ambiguous problems and data-driven decisions to achieve resolution;
Maintain clear and proactive communication with stakeholders, ensuring they are informed and consulted throughout the process;
Work seamlessly across multiple operational workflows, leveraging knowledge of geopolitical and cultural contexts to ensure sound judgment in case resolution;
Continuously identify opportunities to streamline and optimize operational workflows across multiple tools, teams, processes, and policies to prevent future escalations;
Balance throughput time with delivering high-quality, customer-centric resolutions, ensuring a superior experience for all parties involved;
Join on an on-call rotation, working closely with other members of Safety to provide timely responses to emergency requests from all over the world.
Notes:
Role involves exposure to sensitive or graphic content including, but not limited to vulgar language, violent threats, pornography, and other graphic images.
You may represent X in witness testimony or other external engagements.
Qualifications
Bachelor’s Degree or equivalent education / experience.
2+ years of relevant experience in high-volume legal document intake and processing, content moderation or customer support escalations.
Availability to work on weekends. Schedule could include weekend coverage (Sunday-Thursday or Tuesday-Saturday)
Full professional proficiency in English; and one of the following languages is preferred: Bahasa Indonesia, Japanese, Malay or Thai.
Other language competency is a plus.
Proven experience in providing analyses or recommendations that inform policy/development and/or strategic decision making based on operations.
Excellent business judgment and strategic thinking; extremely detail-oriented.
Experience working within a globally distributed support/operations team; experience in social media highly desirable
Excellent written and verbal communication skills, with the ability to articulate and simplify complex topics, and present compelling arguments.
Passion and enthusiasm for protecting user safety, privacy and freedom of expression.
