"Alerted.org

+ Social Escalation team provides seamless, brilliant support to our content creators, advertisers, and viewers on social platforms around the world.

+ As a member of our Social Escalations team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and craft best-in-class communications to close the loop with both internal stakeholders and impacted users and creators.

+ Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution.

Responsibilities:

+ Manage critical social alerts and escalations, working closely with cross-functional teams to craft external communications and resolve issues.

+ Triage and respond to incidents efficiently, adhering to SLAs for sending external social communications and internal Executive communications.

+ Handle a wide range of escalations, including platform outages, technical issues, creator support requests, high-profile social media complaints, and executive concerns.

+ Enable our Social and Community vendor operation by providing urgent guidance to agents, developing workflows for timely and emerging social trends, and managing consults from agents.

+ Drive continuous improvements by identifying opportunities for enhancing the user experience, external communications, and internal escalation protocols.

+ Collaborate with cross-functional teams to align on communication strategies and stay ahead of escalation trends.

+ Be a subject matter expert on Creator and industry social media conversations, contributing valuable insights to weekly internal reports.

Experience:

+ 6-8 years experience in Crisis management, Crisis communications, or Escalation Management.

+ Must have experience in Written Communication or Communication Strategy in a fast-paced environment.

+ Experience managing external communications, preferably on public platforms and social media; strong editorial point of view for the brand voice and tone.

+ Experience in crisis response or escalation management; excels at copywriting under timely, strict deadlines.

+ Ability to analyze data, identify trends and present key findings to improve future programs and strategies.

+ Understands the urgency of customer impact and has the ability to influence momentum of incident response across multiple teams.

+ Ability to work in and keep up with a fast-moving environment via effective prioritization and time management; excels at adapting to evolving business priorities and thrives in ambiguity.

+ Ability to act as a working incident manager in on-call rotations, over weekends, and adapt to rapidly changing priorities.

+ Expertise and knowledge of Internet culture, and an avid expert user of social media.

Skills:

+ Communication & Content Management

+ Strong Editing/Copywriting skills

+ Crisis & Escalation Management

+ Incident Management

+ Social Media Expertise

+ Cross-Functional Collaboration

+ Analytical & Strategic Thinking

+ Project & Time Management

Education:

+ Bachelor’s Degree.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.