This role is critical in managing escalations, mitigating risks, and protecting the integrity of our platform and community.
Key Responsibilities
Manage complex escalations from Customer Service and cross-functional teams, including copyright, advertising fraud, hate speech, minor safety, and underage accounts.
Handle inquiries and escalations from authorities, regulators, law enforcement, and court orders, ensuring compliance with Brazilian laws and internal policies.
Review and assess sensitive or harmful content with professionalism and discretion.
Identify emerging risks and harmful trends, sharing insights to improve policies and enforcement strategies.
Support and lead responses to major incidents (e.g., elections, disinformation campaigns, crisis events).
Develop and maintain Standard Operating Procedures (SOPs) to ensure scalable and consistent risk response processes.
Collaborate with internal teams (Policy, Product, Operations, Legal, Public Affairs) and represent the company in discussions with external stakeholders when required.
Qualifications
Bachelor’s degree in Law, Political Science, International Relations, Communications, or related field (or equivalent experience).
Experience in Trust & Safety, Risk Response, Law Enforcement Response, Online Content Moderation, or similar roles.
Strong knowledge of Brazil’s digital and regulatory landscape, especially regarding online platforms, elections, and content risks.
Proven ability to manage sensitive escalations and make sound decisions under pressure.
Strong analytical and investigative skills, with experience drafting SOPs or operational playbooks.
Excellent communication skills in Portuguese and English (written and verbal).
Nice to Have
Knowledge of global regulatory environments and risk trends.
Previous experience handling high-stakes incidents in online platforms or apps.
Mandarin is a plus.