Part of Twitter Service, the Critical Response Team (CRT) delivers the highest tier of support at Twitter and manages the most challenging escalations and crises faced by the company today. The team is globally distributed and maintains 24/7, follow-the-sun coverage. As EMEA Global Escalations Lead, you will lead a team of support, content moderation and incident management specialists to resolve the most complex, challenging and sensitive escalations encountered by Twitter today, focused on driving the Health of the platform. And you will work closely with internal partners to plan and execute on global initiatives.

What You’ll Do

• Lead the daily support operations and escalations workforce across EMEA and complex user support needs

• Serve as the POC for crisis that arise and the full resolution end-to-end supporting our customers on the platform focusing primarily on EMEA

• Serve as the final escalation point for high-profile incidents and user issues and work creatively with your team and other stakeholders to resolve them. You will learn from past incidents and mitigate future ones

• Drive continuous improvement and deliver against all operational KPIs

• Remove barriers to success for a high-performing global team of analysts by ensuring growth and learning opportunities are created and taken advantage of by your team. You will develop the other leaders on your team by providing mentorship, guidance and career development

• Serve as a voice of users for Twitter to drive improvements to the support platform

• Work cross-functionally and globally with Product Management, Engineering, Policy, Trust, Legal, Marketing and other internal organizations across Twitter to execute and drive partnerships 

Disclaimer: You may need to review or be exposed to sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images

Who You Are

The successful candidate will have an established track record in managing high-performance globally distributed operations teams. In addition, the successful candidate will possess the following characteristics:

• A proven support / content moderation leader, with a high degree of discipline and capability in delivering against ambitious operational goals on a consistent basis

• High degree of EQ for the workforce, as the environment may present a high degree of challenges and daily pressure 

• Customer centric and addresses issues and prioritization trade-offs with the user in mind

• Highly organized and detail oriented, with a bias for action

• Excellent written and verbal communication skills with the ability to present complex ideas in a clear and concise manner to a variety of audiences and a strong track record of delivery of large, cross-functional initiatives

• The ideal person for this role grounds their decision in data and reasoning, and looks to solve root causes of problems rather than surface issues. They will have an open mind, a natural curiosity and be humble enough to consider diverse perspectives before forming opinions

• Ability to build highly effective teams to aid in the delivery of disruptive initiatives

Requirements

• 5+ years of relevant leadership experience in content moderation / support operations

• Degree qualified

• Escalation / incident response experience highly desirable

• English (additional European / Middle-East languages desirable) 

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.