The hiring company is a World-Class Global Technology Firm headquartered in the US. They are seeking a Social Media Policy Support Specialist to support high-profile users including public figures, creators, and media organizations by managing policy-related support workflows, resolving operational issues, addressing policy escalations, and ensuring a smooth experience across their social media platforms.
THIS IS A CONTRACT POSITION SUBJECT TO EXTENSION/CONVERSION DEPENDING ON PERFORMANCE AND BUSINESS NEEDS
This role follows STANDARD OFFICE HOURS and requires working ONE weekend day + FOUR weekdays per week, to ensure continuous high-quality support coverage.
You will manage day-to-day partner support tickets, handle complex policy-related escalations, oversee vendor ticket quality, and work closely with cross-functional teams to ensure timely resolution of issues impacting high-profile partners. This role requires a proactive, flexible mindset and the ability to navigate fast-changing operational and policy environments.
Responsibilities
- Develop a deep understanding of user needs and the policy landscape affecting their use of our products and services.
- Become a subject matter expert in multiple support workflows, ensuring high-quality, policy-aligned case handling.
- Manage and resolve support tickets and escalations promptly, accurately, and with empathy.
- Monitor and quality-check vendor ticket handling; provide regular updates and presentations on trends and findings.
- Analyze support data to identify trends, share insights, and recommend improvements at the product, process, or policy level.
- Proactively surface gaps in existing policies, workflows or tools; collaborate with vendors to close these gaps.
- Build and maintain strong relationships with cross-functional teams including policy, legal, product, engineering, data, and operations.
- Contribute to special projects and initiatives that improve overall partner support and satisfaction.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 2+ years of experience in online operations and policy support
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication in English; able to clearly present findings and influence stakeholders.
- Comfortable working with global teams and in a fast-paced, high-priority environment.
- Bonus: Basic experience with SQL queries or similar data tools.
- Industry experience in policy enforcement, operations, or support within government, security, media, or big tech companies is a plus.