What are the responsibilities and job description for the Supervisor position at X?
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:
Supervise Safety Agents across multiple workflows, focusing on leading the effective resolution of cases/tickets to improve content moderation and customer support.
Conduct operational supervisory actions including scheduling, hiring, performance management, and workflow quality management.
Work with shift leads to ensure seamless transitions between shifts, managing case handoffs and coordinating with other supervisors.
Collaborate with stakeholders and represent your workflows as a functional expert, ensuring effective communication with corporate leadership and other company stakeholders.
Handle high-profile and critical escalations end-to-end, ensuring timely and effective resolution and communication with corporate leadership.
Provide formal and informal professional development to team members, engaging in performance coaching and review.
Improve processes, analytics, tools, products, and services for your team, acting as a key feedback loop for product engineering and policy.
Prioritize tasks and make adjustments to achieve the best results, ensuring your team consistently applies content moderation and customer support without bias and exceeds industry standards.
Qualifications & Requirements:
Bachelor’s Degree in data science, computer science, business management, or related discipline OR equivalent relevant experience.
5 years of relevant operations work experience, including leadership of small teams.
An active X user.
Expert-level knowledge, operating as a subject matter expert with credibility and influence among senior internal and external stakeholders.
Proven experience in content moderation and/or customer support.
Strong written and verbal communication skills.
Experience in providing analyses or recommendations that inform policy development and strategic decision-making.
Experience or certification in project management, content moderation, customer service software tools with a bias for action, execution, and impact.
Willingness to work flexible US shift hours, weekends, holidays, and be on-call in exigent circumstances.
Comfortable working with multinational teams.
Proficiency in data visualization tools and techniques.
Join our team and contribute to making X a safer and more supportive platform for all users.
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.
