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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

Safety Operations is at the core of our efforts to keep Twitch a welcoming and safe place for people to build communities. We are looking for someone who can consistently apply our guidelines with reference to nuanced and context-dependent policies in an evolving environment. As a Safety Operations Specialist in APAC, you will be an essential element of Twitch's Trust & Safety efforts. You will be reporting to a Safety Operations Lead, and will be reviewing content that have been reported. You will make autonomous decisions against challenging issues of a potentially sensitive or business-critical nature.

You Will:

• Evaluation of content escalated from Tier 1 and 2 Safety Operations Teams because of high levels of complexity, context or investigative requirements. This will involve:
• Make decisions independently when reviewing high volumes of live and active issues regarding Twitch user behaviour
• Mitigate risk of company reputation damage, user safety, legal violation or sensitive information disclosure by application of policies across a large caseload
• Address sensitive content which may be graphic, violent or hateful, include offensive or derogatory language or other potentially distressing material
• 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
• Explore different aspects of Safety Operations work. This may include: training, suspension appeals; content review; event moderation; deep-dive investigations and quality assurance work
• Monitor several information flows simultaneously
• Maintain expert understanding of Twitch's policies, site features, and internal documentation
• Participate in shift work which can include after-hours and weekends

You Have:

• Must be proficient in spoken and written Mandarin as well as English (bonus: other APAC languages)
• Sensitivity towards Chinese culture and values and understanding of nuances in APAC 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
• Deep familiarity with Twitch, streaming, internet slang/colloquialisms and internet culture
• Mentally and emotionally resilient to handle offensive or disturbing behaviour, language, and content
• Experience in assessing risk and resolving potentially complex issues; Summarising conclusions and decisions in a concise and simple-to-comprehend manner
• Comfortable working remotely and independently as part of a larger team

Perks

• Medical Insurance
• Health Screenings
• Life Insurance
• Maternity & Parental Leave
• Paid Time Off

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.

Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Job ID: TW7304