The Twitter Service organization creates meaningful connections with our customers that promote healthy exchange in the public conversation. We do this by developing customer support solutions at scale in a rapidly changing and global environment. Whether we're optimizing operations, guarding the ability of customers to safely use Twitter through investigation of and  enforcement against those who violate our terms, or driving content and support channel strategies, we're with our customers every step of the way.

Part of Twitter Service, the Strategic Response Team (SRT) 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 SRT Analyst II, you will represent the team on key escalations, projects and programmes, resolving the most complex and sensitive issues successfully through data, subject matter expertise and first-rate collaboration. You will identify the root cause of issues and independently drive cross-functional initiatives that improve processes, analytics, tools, products and services. You will represent your team as a functional expert and contribute to team strategy. 

What You’ll Do

• Escalation and crisis management -- you will own the end-to-end process to successfully resolve the most challenging escalations and crises, providing coaching and guidance to other members of the team as required; you will collaborate with internal customers, cross-functional stakeholders and external users to quickly assess the impact of an escalation and then define and implement clear steps to resolution using a broad array of remediation measures

• Closed loop feedback — you will ensure every escalation and crisis is an opportunity to learn and improve by facilitating incident reviews and broader trend analysis; you will produce specific recommendations that can be incorporated into our policies, platform and product

• Continuous process improvement — using data and other insights, you will continually seek out opportunities to streamline and solidify our operational workflows as they span multiple tools, teams, processes and policies

• Team — you will represent and contribute to the team and broader Twitter culture, and be a role-model for our values and ethos

Who You Are

• Operations expert – you’re an experienced operations professional who has a detailed understanding of support best practices and escalation management, and who has delivered impact at scale through direct support delivery and programme management

• Customer champion – you see the world through the eyes of customers and users; you champion their cause and work tirelessly to improve their experience through advocacy and strong collaboration across the business

• Team player – you build and cultivate healthy relationships with partners and keep teammates informed and engaged; you’ll give and take feedback, learn from your mistakes and operate with a growth mindset.

• Bias for execution and impact -- you assess your success through your ability to deliver real impact for customers and users rather than just activity; and you execute at pace

• Problem solver – you put out fires and also make sure they don’t happen again; you synthesize information easily and seek out people who can help; you understand risk and priorities, and are comfortable making trade-offs

• Detail- and data-oriented – you dig deeper to understand underlying issues; you’re data-driven and can translate data into actionable insights to drive improvement across the business cases

• Programmatic – you’re a superlative project and programme manager; you bring structure, consistency and predictability to your work and to the team

• 3-5+ years of relevant experience with demonstrable background in direct support delivery in a complex environment AND a significant track record of project/programme delivery

• Direct experience of escalation / crisis management is highly desirable

• Experience in social media / content moderation is highly desirable

• In addition to English, additional European / Middle-East language is highly desirable

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. All of your information will be kept confidential according to EEO guidelines.