Escalation Specialist – Scaled Communications & Escalations

About the role

You will join YouTube’s Scaled Communications and Escalations team, operating 24/7 to protect the brand and support creators. As an Escalation Specialist you will craft public‑facing messages and manage high‑stakes incidents across social and community channels.

Key responsibilities

• Monitor critical social alerts and coordinate with PR, Trust & Safety, Product and Engineering to develop external communications.
• Investigate and resolve high‑consequence escalations, creating tailored communication strategies to mitigate security and brand risks.
• Partner with legal, PR and engineering teams to drive rapid resolution of creator and user issues.
• Participate in 24/7 on‑call rotations and act as incident manager during crises.
• Use social analytics and Boolean logic to track emerging brand risks and inform executive decisions.

Required profile

• Bachelor’s degree or equivalent practical experience.
• Minimum 2 years in trust & safety, incident management, scaled support or crisis response.
• Proven experience investigating, diagnosing and resolving user‑facing issues.
• Strong editorial sense for brand voice and ability to translate complex policies into empathetic communications.

Required skills

• Social media monitoring tools.
• Boolean search techniques.
• Social analytics platforms.

What we offer

• Competitive salary range $90,000 – $129,000 USD.
• 15% bonus target, equity participation and comprehensive benefits.
• Opportunity to work on high‑impact, global brand communications.