Premier Partner Support Specialist

Nicoll Curtin

  • Singapore
  • Contract
  • Full-time
  • 2 months ago
The hiring company is a World-Class Global Technology Firm headquartered in the US. They are seeking a Social Media Policy Support Specialist to support high-profile users including public figures, creators, and media organizations by managing policy-related support workflows, resolving operational issues, addressing policy escalations, and ensuring a smooth experience across their social media platforms.THIS IS A CONTRACT POSITION SUBJECT TO EXTENSION/CONVERSION DEPENDING ON PERFORMANCE AND BUSINESS NEEDSThis role follows STANDARD OFFICE HOURS and requires working ONE weekend day + FOUR weekdays per week, to ensure continuous high-quality support coverage.You will manage day-to-day partner support tickets, handle complex policy-related escalations, oversee vendor ticket quality, and work closely with cross-functional teams to ensure timely resolution of issues impacting high-profile partners. This role requires a proactive, flexible mindset and the ability to navigate fast-changing operational and policy environments.Responsibilities
  • Develop a deep understanding of user needs and the policy landscape affecting their use of our products and services.
  • Become a subject matter expert in multiple support workflows, ensuring high-quality, policy-aligned case handling.
  • Manage and resolve support tickets and escalations promptly, accurately, and with empathy.
  • Monitor and quality-check vendor ticket handling; provide regular updates and presentations on trends and findings.
  • Analyze support data to identify trends, share insights, and recommend improvements at the product, process, or policy level.
  • Proactively surface gaps in existing policies, workflows or tools; collaborate with vendors to close these gaps.
  • Build and maintain strong relationships with cross-functional teams including policy, legal, product, engineering, data, and operations.
  • Contribute to special projects and initiatives that improve overall partner support and satisfaction.
Requirements
  • Bachelor's degree or equivalent practical experience.
  • 2+ years of experience in online operations and policy support
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication in English; able to clearly present findings and influence stakeholders.
  • Comfortable working with global teams and in a fast-paced, high-priority environment.
  • Bonus: Basic experience with SQL queries or similar data tools.
  • Industry experience in policy enforcement, operations, or support within government, security, media, or big tech companies is a plus.

Nicoll Curtin