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Escalated Content Specialist

About Us

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It’s where millions of people come together to chat, interact, and make their own entertainment.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter , get interviewing tips on Instagram , and discover projects we’re solving on our Blog .

About the Role

The Safety Operations team manages regulatory compliance risk for the Twitch business regarding many issues and in connection to multiple global and local legal requirements. This includes crisis management and incident response protocols for acts of abhorrent violence or extreme harms; risk mitigation strategies and programmes of work designed to preempt and prevent high-severity incidents; response to and liaison with law enforcement agencies; dedicated investigatory functions; and the development of strict quality and accuracy control measures to reduce risk of financial penalties. You will report to one of our Safety Operations Managers based in London.

You Will:

• Evaluate and action on user reports of Twitch policy violations
• Moderate channels for special events or promoted content
• Make decisions independently using sound rationale
• Observe and identify gaps in processes and make recommendations for process improvement
• Mentor new team members/peers and train them on relevant policies and tools
• Cross-training across other Safety Operations work. This may include: suspension appeals; content review; event moderation; deep-dive investigations and quality assurance work
• Maintain expert understanding of Twitch's policies, site features, and internal documentation
• Participate in shift work which can include after-hours and weekend responsibility

You Have:

• Must be proficient in written and spoken Spanish and English (bonus: fluency in South American variants of Spanish and/or other European languages)
• Sensitivity towards Spanish culture and values and understanding of nuances in the EMEA and/or LATAM region
• 2+ years relevant experience , preferably in content moderation, policy, investigations, or online operations environment
• Clear awareness of potential biases or conflicts of interest and ensure these do not affect professional application of responsibilities
• Experience analyzing and resolving potentially complex issues; Summarize conclusions and decisions in a concise and simple-to-comprehend manner
• Experience in content moderation, policy, investigations, consulting, or online operations environment
• Can maturely work with delicate issues including child exploitation, graphic violence, self-injury and other content which may be considered offensive or disturbing
• Sensitivity towards different cultures and values and understanding of nuances in EMEA countries and regions
• Experience analyzing information to assess threat and risk

Bonus Points

• Prior moderation experience on Twitch
• Experience managing people or resources in a high pressure environment
• Familiarity with Google Docs and content management tools
• Proficient with Twitch chat bots
• History of demonstrating ownership within teams and organizations
• Additional language fluency

Perks

• Private Medical Insurance
• Dental, Vision & Life Insurance
• Pension Plan
• Maternity & Parental Leave
• Paid Time Off & Holidays
• Commuter Benefits
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships , etc. )
• Lunch Served Four Times a Week
• Free Snacks & Beverages

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Job ID: TW7080