User Operations Specialist, Strategic Response Team

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

Title: User Operations Specialist, Strategic Response
Location: Austin/Bastrop, TX (Onsite)

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Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

We are seeking a detail-oriented, flexible, and proactive person, with a gift for prioritizing multiple tasks in a high-demand environment! If you fit this description, you should join our Safety team in our Austin/Bastrop X office!

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What You'll Do:

• Escalation and critical incident management -- the successful candidate will own the end-to-end process to successfully resolve the most challenging escalations; the successful candidate will collaborate with internal customers, cross-functional stakeholders, and external users to quickly assess the impact of an escalation and then define and implement clear steps to resolution using a broad array of remediation measures. The successful candidate displays good judgment, is conscious of geopolitical and cultural context in problem resolution, and ensures stakeholders are properly consulted and informed. 

• Continuous process improvement -- the successful candidate will continually seek out opportunities to streamline and solidify our operational workflows as they span multiple tools, teams, processes, and policies. The successful candidate strives to balance throughput time with quality, customer-obsessed resolutions. 

• Team -- the successful candidate will represent and contribute to the team and broader Twitter culture. The successful candidate will participate in an on-call watch rotation and collaborate with team members to develop a highly effective escalations process that meets or exceeds relevant service level agreements.

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Who You Are:

• Operations expert -- the successful candidate is an experienced operations professional who has a detailed understanding of support best practices and escalation management, and who has delivered impact at scale through direct support delivery.

• Customer champion -- the successful candidate sees the world through the eyes of customers and users; the successful candidate champions their cause and work tirelessly to improve their experience through advocacy and strong collaboration across the business

• Team player -- the successful candidate will build and cultivate healthy relationships with partners and keep teammates informed and engaged; they will give and take feedback, learn from the successful their mistakes and operate with a growth mindset.

• Bias for execution and impact -- the successful candidate assesses their success  through their ability to deliver real impact for customers and users rather than just activity; and they will execute at pace.

• Problem solver -- the successful candidate puts out fires and also makes sure they don’t happen again; the successful candidate synthesizes information easily and seeks out people who can help; they understand risk and priorities, and are comfortable making trade-offs.

Qualifications

• 2+ years of relevant experience in content moderation and/or customer support escalations.

• Experience working within a globally distributed support/operations team; experience in social media highly desirable

• Strong written and verbal communication; comfortable coordinating case resolution or providing executive summaries to Twitter’s senior executives. 

• In addition to English, additional European / Middle-East / Asian languages are highly desirable, particularly: Spanish, Japanese, Hindi, Portuguese, Persian, Thai, Korean or Urdu

• Willingness to work US shift hours, weekends and holidays, and be on-call in exigent circumstances.