Escalated Content Specialist

  • Individual Contributor
  • TSPA Members
  • Singapore
  • Experience level: 2+ years

Website Twitch

This content was reproduced from the employer’s website on March 26, 2022. Please visit their website below for the most up-to-date information about this position.

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


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

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