Executive Response Team Case Manager 2 (Tues-Sat)

Responsibilities

• Serves as an escalation contact, assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case.
• Triages cases, routing to and engaging with multiple senior partners (e.g., Executive Escalations & Engagement seniors & leads, Trust & Safety, Product, or Legal) to inform outcomes and resolutions.
• Manages end-to-end resolution for moderate-severity escalations, escalating cases involving legal and data privacy concerns.
• Executes service recovery initiatives to strengthen relationships with members/customers who have experienced significant disruptions.
• Independently applies regulations, data privacy laws, and security standards to complex case resolutions, ensuring compliance and a positive member experience.
• Proactively investigates and escalates potential compliance violations through analysis, providing Legal and Policy partners with actionable insights.
• Maintains fluency in evolving trust, safety, and social media compliance regulation best practices, contributing to team knowledge-sharing and process refinement.
• Proactively identifies gaps, opportunities for improvement, and inefficiencies in existing playbooks and processes, recommending targeted improvements based on case insights.
• Led small-scale projects and pilots (e.g., proactive casework, premium, flagship) to test and improve overall escalation handling and customer experience, providing analysis of customer impact and outcomes.
• Shares learnings from process improvements with team members and partners, informing adoption of best practices across teams.
• Independently analyzes escalation signals and trends, distinguishing between systemic and one-off issues with precision and insight.
• Collaborates closely with team leads, seniors, and cross-functional stakeholders to inform targeted policy or process changes globally.
• Anticipates emerging risk areas by connecting data from escalations and member interactions to broader concerns. Shares actionable insights with partners to inform preventative strategies and reduce issue recurrence.
• Independently manages stakeholder communication, ensuring that complex case resolutions are conveyed with clarity and empathy.
• Collaborates with cross-functional teams to support alignment and timely resolution in sensitive or high-profile cases globally.
• Proactively coordinates with engineering, technical, and product teams to troubleshoot and anticipate recurring defects, surfacing insights that reduce future impact.
• Identifies and escalates emerging brand risks with an early analysis of potential scope and impact, assisting in proactive interventions.

Qualifications

• Basic Qualifications: Minimum 4 years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Bachelor's Degree in Business, Marketing, or related field AND minimum 1 year of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field.
• PREFERRED Qualifications: 5+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Bachelor's Degree in Business, Marketing, or related field AND 2+ years of experience in trust & safety, executive escalations, social media support, corporate communications, customer experience operations, or related field OR Master's Degree in Business, Marketing, or related field. 2+ years of experience in social media crisis management and brand protection.