YouTube Escalation Specialist, Social Comms and Escalations Overview
| Company Name | |
| Job Role | YouTube Escalation Specialist, Social Comms and Escalations |
| Qualifications | Bachelor’s |
| Category | General Jobs |
| Job Type | Full Time |
| Location | London |
YouTubeâs Scaled Comms and Escalation team operates around the clock, handling both public-facing conversations and highly sensitive user issues. The group serves as the voice of the brand across social and community channels, helping shape public discussion, support community growth, and scale responses when issues arise. At the same time, the team protects brand reputation and user safety by managing direct outreach and specialized escalation work for security-related and other sensitive matters.
In this role, you will support rapid response for the most urgent escalations across a 24-hour global handoff model. You will act as a subject-matter expert who creates effective public communications and manages a broad range of issues coming in through social channels. You will report to the Global Escalation Manager and work closely with multiple internal partners to reduce brand risk and help resolve creator and user issues quickly and effectively. The position requires rotational on-call coverage, including nights, weekends, and holidays.
YouTube describes its mission as giving people a voice and helping them connect, share stories, and build community. The work environment is fast-moving and creative, with a focus on solving real problems, exploring new ideas, and operating at the pace of culture.
What you will do
- Review, prioritize, and resolve sensitive, high-impact social alerts and escalation cases within a global follow-the-sun operating model, with the goal of reducing security and reputation risks.
- Develop complete external communication responses, including identifying the right story angle and writing messaging for social platforms that helps safely de-escalate creator situations.
- Coordinate with Public Relations, Legal, and Trust & Safety partners to combine crisis information and send urgent internal updates to executives within strict time limits.
- Improve escalation operations by finding ways to streamline workflows, automate documentation and reporting tasks, and maintain accurate data in tracking systems.
- Act as a knowledgeable resource on the YouTube platform and creator ecosystem, and provide useful insights for weekly internal trend reporting.
What you need
- A bachelorâs degree or equivalent practical experience.
- At least two years of experience in a customer-facing or client-facing role involving incident response, crisis management, online escalation handling, or trust and safety work.
- Experience managing large-scale public communications on social media or in PR while also handling sensitive one-to-one de-escalation with creators.
- Experience serving as an incident manager in dynamic environments, including participation in 24/7 on-call rotations.
- Experience working with PR, Legal, Trust & Safety, and Engineering teams to resolve complicated incidents.
- The ability to use social analytics and Boolean search techniques to identify emerging brand risks and inform executive-level decisions.
- Strong editorial judgment, with the ability to turn complex platform policies into communications that feel clear, empathetic, and trustworthy.
- Comfort working at an early-career level, where you will complete assigned work with direction while continuing to build knowledge of the relevant concepts and processes.
- English proficiency, which Google says is required for all roles unless the posting explicitly says otherwise.
- Willingness to work on-call, including overnight shifts, weekends, and holidays on a rotating basis.
Additional information
Google states that it is an equal opportunity and affirmative action employer and is committed to building a workforce that reflects the people it serves. The company says it provides equal employment opportunity regardless of protected characteristics such as race, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, veteran status, marital status, pregnancy-related conditions, and other legally protected categories.
The posting also notes that applicants who need an accommodation can use Googleâs accommodations process for candidates. It further states that Google does not accept resumes from agencies and will not pay fees for unsolicited submissions.
Information submitted through a Google Careers profile or application is subject to Googleâs Applicant and Candidate Privacy Policy. The posting also includes standard Alphabet equity language explaining that any equity grants are discretionary, subject to approval and the relevant plan and grant terms, and do not create a guaranteed entitlement.
Degree Requirement: Bachelor’s
Visa Sponsorship May be
To apply for this job please visit www.google.com.
