YouTube Escalation Specialist, Social Comms and Escalations
Google•London, England, UK
fulltime
Customer Service and Product Management
3+ years
Minimum qualifications:
Preferred qualifications:
About The Job YouTube’s Scaled Comms & 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 & 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 handling 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.
This role requires on-call work, including working weekends, holidays, and overnight shifts on a rotational basis.
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
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 Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .