YouTube Escalation Specialist, Social Comms and Escalations
London, UK
Full-time
Onsite
Entry Level
Google is seeking a YouTube Escalation Specialist to join their Scaled Comms and Escalation team. This role focuses on managing public conversations and sensitive user interactions, ensuring rapid response to escalations while protecting brand reputation and user safety.
Triage and resolve sensitive, high-consequence social alerts and escalations under a 24-hour "follow-the-sun" global model to mitigate security and brand risks
Develop end-to-end external communications, crafting story angles and messaging on social platforms to safely de-escalate creator situations
Partner cross-functionally with PR, Legal, and Trust and Safety to synthesize crisis updates and distribute high priority internal alerts to company executives within strict timelines
Drive protocol improvements by identifying workflow efficiencies, automating documentation backend metrics, and maintaining data precision within tracking tools
Act as a YouTube platform and creator landscape subject-matter expert, contributing actionable ecosystem insights to weekly internal trend reports
Qualification
Required
Bachelor's degree or equivalent practical experience
2 years of experience in a customer or client-facing role supporting incident response, crisis management, online escalations, or trust and safety operations
Preferred
Experience managing scaled public social media/PR communications alongside high-stakes, 1:1 de-escalation of sensitive creator issues
Track record acting as an incident manager in changing environments, including participating in 24/7 on-call rotations
Track record in partnering with PR, Legal, Trust and Safety, and Engineering to resolve complex incidents
Ability to utilize social analytics and boolean logic to track emerging brand risks and inform executive-level decisions
Excellent editorial command of brand voice, translating complex platform policies into empathetic, trusted communications
Benefits
Google specializes in internet-related services and products, including search, advertising, and software. It is a sub-organization of Alphabet.
