Escalation Specialist – Scaled Communications & Escalations

About the role

The Escalation Specialist joins YouTube’s Scaled Communications and Escalations team to provide 24/7 rapid response for high‑stakes user and creator issues. You will act as a subject‑matter expert, crafting public‑facing communications and managing sensitive escalations across social and community channels.

Key responsibilities

• Monitor critical social alerts and coordinate with PR, Trust & Safety, Product, and Engineering to develop external communications.
• Own high‑consequence escalations, investigate root causes, and design bespoke communication strategies to mitigate brand and security risks.
• Collaborate with legal, PR, and engineering teams to resolve complex incidents while maintaining brand voice.
• Participate in 24/7 on‑call rotations and act as incident manager during crises.
• Track emerging brand risks using social analytics and inform executive‑level decisions.

Required profile

• Bachelor’s degree or equivalent practical experience.
• Minimum 2 years of experience in trust & safety, incident management, risk operations, scaled customer support, escalation management, or crisis response.
• Proven ability to investigate, diagnose, and resolve user‑facing issues.
• Experience managing public social media/PR communications alongside one‑on‑one de‑escalation of sensitive creator issues.
• Track record of partnering with PR, Legal, Trust & Safety, and Engineering to resolve incidents.

Required skills

• Social analytics tools
• Boolean logic for risk tracking

What we offer

• Annual salary range $90,000 – $129,000 (USD)
• 15 % bonus target
• Equity participation
• Comprehensive benefits package