At a Glance
- Tasks: Manage sensitive social media escalations and craft impactful communications.
- Company: Join YouTube's dynamic team in London, shaping public discourse.
- Benefits: Competitive salary, diverse culture, and opportunities for growth.
- Other info: Work in a fast-paced environment with on-call responsibilities.
- Why this job: Be at the forefront of crisis management and brand reputation.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
Bachelor's degree or equivalent practical experience.
2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, or trust and safety operations.
Preferred qualifications:
- Experience managing scaled public social media/PR communications alongside high-stakes, 1:1 de-escalation of sensitive creator issues.
- Track record acting as an incident manager in changing environments, including participating in 24/7 on-call rotations.
- Track record in partnering with PR, Legal, Trust and Safety, and Engineering to resolve complex incidents.
- Ability to utilize social analytics and boolean logic to track emerging brand risks and inform executive-level decisions.
- Excellent editorial command of brand voice, translating complex platform policies into empathetic, trusted communications.
YouTube’s Scaled Comms and 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 enable 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 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. This role requires on-call work, including working weekends, holidays, and overnight shifts on a rotational basis.
Responsibilities:
- Triage and resolve sensitive, high-consequence social alerts and escalations under a 24-hour "follow-the-sun" global model to mitigate security and brand risks.
- Develop end-to-end external communications, crafting story angles and messaging on social platforms to safely de-escalate creator situations.
- Partner cross-functionally with PR, Legal, and Trust and Safety to synthesize crisis updates and distribute high priority internal alerts to company executives within strict timelines.
- Drive protocol improvements by identifying workflow efficiencies, automating documentation backend metrics, and maintaining data precision within tracking tools.
- Act as a YouTube platform and creator landscape subject-matter expert, contributing actionable ecosystem insights to weekly internal trend reports.
YouTube Escalation Specialist, Social Comms and Escalations in London employer: YouTube
YouTube is an exceptional employer, offering a dynamic work culture that thrives on creativity and collaboration. As a Strategic Partner Manager, you'll have the opportunity to engage with indie labels across the UK, driving meaningful partnerships while benefiting from a supportive environment that fosters professional growth and innovation. With a commitment to inclusivity and community, YouTube empowers its employees to share their stories and make a significant impact in the ever-evolving digital landscape.
StudySmarter Expert Advice🤫
We think this is how you could land YouTube Escalation Specialist, Social Comms and Escalations in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at YouTube. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like YouTube before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace YouTube Escalation Specialist, Social Comms and Escalations in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to YouTube:Your cover letter is your chance to shine! Tell us why you want to work at YouTube specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at YouTube!
How to prepare for a job interview at YouTube
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
