Escalations Enforcement Specialist - Part-Time

This posting is for a contract assignment with Tundra Technical Solutions to provide services to our Client, a Fortune 500 Tech Firm.

Escalations Enforcement Specialist
12 Months Contract

Role Overview

The Global Response Org is a vital part of the client's commitment to user and business safety on its platforms. This organization focuses on safeguarding the billions of users across their family of apps from harmful content, malicious actors, and detrimental behaviours.

As an Escalation Enforcement Specialist, your primary role is to review and resolve incoming escalations routed through GRO's escalation workflows — spanning organic content, paid content, and advertiser support channels. You will apply deep knowledge of company's policy frameworks (including Community Standards, Advertiser & Commerce Policies, and product-specific guidelines), regulatory requirements, and enforcement protocols to reach accurate decisions on complex and sensitive cases. You will be deployed flexibly across escalation workflows based on organisational need and demand volume, and are expected to build and maintain competence across multiple policy domains. Where escalations are ambiguous or require additional context, you will collaborate with relevant internal stakeholders to arrive at the correct enforcement outcome and communicate decisions clearly to your manager or Lead. Throughout the lifecycle of an escalation, you will provide bespoke support to meet the needs of the escalator.

Responsibilities

• Receive assignments from GRO Response domains to review and resolve incoming escalations across family of apps accurately and within established SLAs, spanning organic content, paid content, advertiser, and support escalation workflows.
• Interpret and enforce client's terms of service (including Community Standards, Advertiser & Commerce Policies, and product-specific guidelines) as they apply to escalated issues across all demand channels
• Apply knowledge of regulatory requirements, region-specific protocols, and the advertiser ecosystem to correctly action escalations regardless of originating channel
• Maintain expert-level understanding of company's implementation standards, enforcement protocols, and escalation tooling to efficiently process demand across multiple workflow types
• Operate flexibly across escalation workflows based on organisational priorities and demand volume, building and maintaining competence in multiple policy domains
• Collaborate with internal stakeholders (including Policy, Legal, Sales, and Operations teams) where necessary to resolve ambiguous or complex cases and arrive at the correct enforcement outcome
• Communicate enforcement decisions and outcomes clearly to your manager or lead, including relevant context and rationale
• Escalate cases that fall outside established decision frameworks or require additional expertise to appropriate teams in a timely manner
• Stay current on available tools, including AI application and oversight, policy updates, enforcement standards, implementation guidelines, regulatory requirements, and workflow changes across all escalation domains
• This role may involve exposure to potentially graphic and/or objectionable content including but not limited to graphic images, videos and writings, offensive or derogatory language, and other potentially objectionable material. i.e. child exploitation, graphic violence, animal abuse, self-injury and other content which may be considered offensive or disturbing.
• Work as part of a 24/7 global team, including the on-call shifts during weekends, holidays and after-hours

Minimum Qualifications

• 7+ years of experience in Trust & Safety, content moderation, escalations management, online operations, customer support, or similar roles for a technology company
• Demonstrated accuracy and sound judgment in reviewing complex or ambiguous escalations across multiple policy domains
• Ability to interpret and consistently apply complex policy implementation guidelines and enforcement protocols across both content and advertiser policy frameworks
• Ability to make sound judgments under tight deadlines and competing priorities
• Familiarity with escalation management tooling and workflow systems

Preferred Qualifications

• Experience spanning both content/integrity and advertiser/commerce enforcement domains
• Experience with analytical tools (e.g., Excel, SQL) for personal productivity and reporting
• Knowledge of region-specific social media legislation or regulatory frameworks
• Bachelor's or advanced degree in a related discipline such as policy, legal, business, international relations, or information systems

This posting is for a contract assignment with Tundra Technical Solutions to provide services to our client. Please note that this is not a full-time employment opportunity. Candidates selected for this role will be engaged as contractors for the specified duration of the project.