Social Escalations Manager
About this role
Monitoring public social channels for brand mentions, triaging emerging product conversations, and managing social escalations end-to-end form the core daily routine of this position. As a founding member of the Community and Executive Escalations pillar within Operations, this practitioner stands on the front line of safeguarding company reputation when high-stakes user issues surface online.
Operating the function from scratch involves building internal playbooks, tooling solutions, and standard operating procedures while briefing executives and collaborating with communications partners during live incidents. The person who thrives here combines deep fluency in social analytics with calm decision-making under pressure, excellent written communication, and a strong bias toward action amidst organizational ambiguity.
What you will do
- Build the team's playbooks, escalation criteria, tooling solutions, and SOPs to successfully manage social escalations.
- Actively monitor public social channels for brand mentions, surfacing potential escalations and triaging them against defined criteria.
- Own social escalations end-to-end during coverage hours.
- Communicate crisply with internal stakeholders by briefing executives on live situations, giving Comms partners the facts they need, and keeping incident channels useful and current.
- Build social reports in real-time, using the data to drive actionable recommendations that quickly and effectively resolve live incidents and reduce reputational risk.
- Write clear post-escalation reports that capture what happened, what was done, and what should change so the next escalation runs smoother.
- Help iterate on the team's playbooks, response templates, escalation criteria, and SOPs based on insights from running real cases.
What you need
- Bring at least 6 years of experience in social analytics, escalations management, customer support, or a related front-line operations role, ideally at a consumer or developer platform.
- Demonstrate deep knowledge of the social landscape alongside hands-on experience using social listening tools including query writing, alert design, API pipelines, and report building.
- Exhibit excellent judgment under pressure with a strong instinct for how issues spread across public social platforms.
- Possess sharp written communication skills to brief senior leaders in three sentences and document incidents clearly for incoming responders.
- Show comfort coordinating across functions in real time and influencing partners without positional authority.
- Apply a pattern-detection mindset to spot second-order issues beneath first-order complaints and surface them to the right people.
- Maintain comfort with ambiguity and a bias toward action while helping define standard practices for a brand new team.
Benefits
- Competitive compensation and benefits
- Optional equity donation matching
- Generous vacation and parental leave
- Flexible working hours
Skills and tech stack
Questions candidates ask
What is the remote or hybrid work policy?
Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
What is the salary range for this role?
The annual compensation range for this role is $210,000 to $260,000 USD base salary.
Does the company sponsor visas for applicants?
We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.