Legal Policy Operations Agent – India Grievance Officer (11 months)

  • Individual Contributor
  • TSPA Members
  • Dublin
  • Experience level: 1-3 years

Website Twitter

This content was reproduced from the employer’s website on February 19, 2022. Please visit their website below for the most up-to-date information about this position.

The Position

What You’ll Do:

Twitter Legal Policy seeks a detail- and goal-oriented team player to join our Legal Policy (LP) team in Dublin and help keep our safety and legal process operations organized and on track. If you’re analytical, disciplined, proactive, have a passion for people, and have a knack for managing multiple tasks efficiently, we’d like to speak to you.

You will interact regularly with team members across globally distributed offices and provide regular updates to cross-functional stakeholders, including our in-house counsel. The nature of this role requires the successful candidate to work a partial weekend shift.

You will:

  • Handle and review user grievances including requests for account information and content removal
  • Investigate, document, and follow up on time-sensitive requests and escalations related to content regulation (with a focus on India) to management, legal and other stakeholders.
  • Identify and assess legal risks associated with requests, and effectively communicate these to stakeholders.
  • Work closely with the global Legal Policy team to prioritize requests appropriately
  • Support the creation of a Transparency Report including the compilation of data on a monthly basis
  • Support other operational tasks, such as (but not limited to), triage of requests, queue support, workflow maintenance, quality assurance, legal compliance, training, and coaching
  • Help ensure you and your teammates achieve the highest possible standards, by paying close attention to detail on all requests you handle and working collaboratively with your team
  • Make sure requests are processed, tracked, and completed in an efficient and timely manner
  • Serve on an on-call rotation, working closely with other members of Legal, to provide timely responses to emergency disclosure requests from law enforcement all over the world

Who You Are:

You have:

  • Experience with supporting high-volume queue volumes, (legal) document intake, processing and tracking, and handling sensitive escalations
  • Excellent business judgment
  • Passion and enthusiasm for protecting freedom of expression and user privacy
  • Perseverance, determination, and grit
  • A collaborative and optimistic mindset. Experience in acting as a point of contact for internal stakeholders and building strong cross-functional relationships

You are:

  • An excellent communicator, and will maintain open, thorough, and regular communication with teammates and cross-functional teams
  • Flexible and can adjust accordingly to ensure team efficiency and deliverables are met
  • Detail-oriented, organized, and able to prioritize tasks in a dynamic work environment and handle repetitive tasks accurately
  • Able to spot anomalies or unusual patterns in requests you handle
  • Looking for an entry level position, due to limited (direct) work experience
  • A keen decision maker, self motivated, and a great teammate

You can:

  • Prioritize and organize requests and escalations
  • Maintain open, thorough, and regular communication with your team and other stakeholders
  • Deliver quality results within or ahead of deadlines and internal SLAs
  • Provide clear, helpful, and complete responses to time-sensitive requests and escalations


  • 1-3 years experience in a similar role
  • Experience with high-volume content moderation and (legal) case intake, triage and processing
  • Complete fluency in English. Other language skills, especially Indian-continent language skills [e.g. Hindi, Telugu] are a plus
  • Comfort with electronic communications
  • Passion and enthusiasm for protecting user safety, privacy and freedom of expression
  • Experience in reviewing and processing sensitive content is strongly preferred.
  • Patience, determination, flexibility, and grit
  • Availability to work on weekends

Preferred Qualifications:

  • Bachelor’s Degree or equivalent education/experience
  • Experience with content regulation.

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