Related skills
leadership incident response trust & safety operations escalation📋 Description
- Lead, coach, and develop a global escalations team.
- Set performance expectations and coach for growth across regions.
- Own and resolve high-severity escalations with customers and partners.
- Act as final escalation point for complex cases requiring judgement.
- Partner with Legal, Trust & Safety, Ops, Product, Policy, and Comms.
- Track escalation metrics and use data to inform leadership decisions.
🎯 Requirements
- Proven experience leading escalation, risk, or customer ops teams globally.
- Strong background handling complex, sensitive, or high-risk cases.
- Experience working cross-functionally with senior stakeholders.
- Excellent judgement and decision-making under pressure.
- Strong leadership, coaching, and people-management skills.
- Analytical mindset with data-driven improvement.
🎁 Benefits
- Healthcare, wellbeing benefits and pensions.
- Generous annual leave and charitable leave options.
- Parental leave and family-friendly policies.
- Country-specific benefits; ask recruiter for details.
- Commitment to diversity, equity and inclusion.
- Adjustments available during hiring process.
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