Escalation Specialist, Social Comms and Escalations - Singapore

Product area

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.

Job description

The Consumer Experience Operations organization collaborates with cross-functional teams, including Product, Engineering, Vendor Operations, Marketing, Data Science and Legal, to identify and address user pain points and improve the overall support experience. Our team is tasked with developing innovative and user-centric support solutions that address the evolving needs of YouTube's user base — across NFL Sunday Ticket, YouTube TV, and YouTube Music and Premium, as well as Shopping and Fan Funding — with the goal of delivering an exceptional experience while increasing growth and retention. We drive the implementation of self-service tools and automated support workflows, and we equip support agents with the knowledge, tools and skills to provide high quality service.

Qualifications

Job responsibilities

• Publish and communicate operational metrics/key performance indicators with some guidance.
• Contribute to creation of or maintenance of standard operating procedures, process maps, workflow documentation, help resources, and relevant training and certification programs.
• Contribute to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with some guidance (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
• Provide feedback to service providers and internal Google stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation. Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with some guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with some guidance.

Minimum qualifications

• Bachelor's degree or equivalent practical experience. 
• 2 years of experience in a customer or client-facing role supporting incident response management, risk mitigation, or customer support.

Preferred qualifications

• 2 years of experience building relationships with stakeholders or clients.
• 2 years of experience analyzing data and generating business insights in order to guide business decisions.
• 2 years of experience in managing vendor and outsourced providers.
• Ability to work with systems tools, such as SAP, homegrown systems, etc.