Senior Agent, Safety

Are you prepared to join the X team and help build the ultimate real-time information-sharing app, revolutionizing how people connect? At X, we’re on a mission to become the trusted global digital public square, committed to protecting freedom of speech and building the future unlimited interactivity. Our goal is to empower every user to freely create and share ideas, fostering open public discourse without barriers. Join us in shaping this thrilling journey where your contribution will be invaluable to our success!

  

Title: Senior Agent, Safety
Location: Austin/Bastrop, TX

_

X’s Safety team is responsible for helping our users successfully and safely use our platform. This includes investigating issues that may cause harm to our users or pose risk to X, such as combating spam and fraud, and providing support to our customers. We innovate, experiment, and move at a fast pace and are committed to being a learning organization with a growth mindset, which means we are always looking for ways to improve our policies, our detection and enforcement, and ourselves.

You will:

• Lead shifts of Safety agents across multiple workflows in the resolution of cases/tickets in the queuing system to assist in better identifying and mitigating content moderation and customer support issues. 

• Case management: work across multiple operational workflows as a subject matter expert resolving cases/tickets and escalated cases, including ambiguous and complex cases.

• Site management support: assist the Site Lead, Supervisors, and Operations Managers in performance development, scheduling, data analysis, information/knowledge base management, training management, and various workforce management tasks.

• Project-based work: Identify, facilitate, and support projects to streamline and solidify our operational workflows, acting as a key feedback loop for product engineering and policy, including but not limited to solutions development, incubation, testing, and training development.

• Ensure your assigned shift consistently and effectively applies content moderation and customer support  without bias, and provide a level of support that exceeds industry standards. 

Qualifications & Requirements:

• 3+ years of relevant experience in content moderation and/or customer support.

• An active X user.

• Experience in providing analyses or recommendations that inform policy development and/or strategic decision making based on operations.

• Experience or certification in project management, content moderation, customer service software tools.

• A bias for action, execution, and impact - you assess your success through your ability to deliver exceptional customer experience rather than just activity; and you execute at pace while meeting quality requirements. You actively support your team’s ability to excel.

• Strong written and verbal communication.

• Willingness to work flexible US shift hours, weekends and holidays, and be on-call in exigent circumstances.

• Comfortable working with multinational teams.

• A Bachelor’s Degree in data science, computer science, business management, or related disciplines is a plus. 

Note: This role may be exposed to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images.