Minimum qualifications Bachelor s degree or equivalent practical experience 4 years of experience in escalation management related to social media communications crisis response risk mitigation Preferred qualifications Experience in crisis response or escalation management and managing resolution under timely strict deadlines Experience managing external communications on social media Excellent communication skills with a proven ability to work successfully in cross-functional teams including with executive stakeholders Excellent problem-solving and critical thinking skills with attention to detail in a fluid workplace About the job 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 specialist 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 At YouTube we believe that everyone deserves to have a voice and that the world is a better place when we listen share and build community through our stories We work together to give everyone the power to share their story explore what they love and connect with one another in the process Working at the intersection of cutting-edge technology and boundless creativity we move at the speed of culture with a shared goal to show people the world We explore new ideas solve real problems and have fun and we do it all together Responsibilities Manage critical social alerts and escalations working closely with 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 Work non-standard on-call rotation weekend and holiday hours Google is proud to be an equal opportunity workplace and is an affirmative action employer We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status We also consider qualified applicants regardless of criminal histories consistent with legal requirements See also and If you have a disability or special need that requires accommodation please let us know by completing our

📌 Escalation Specialist, Social Communication And Escalations, Youtube (Bengaluru)
🏢 YOUTUBE
📍 Bengaluru