About the Role
We are seeking a dynamic and experienced X Support Lead to spearhead our Manila Support Center, a critical hub for X’s global Safety operations. In this role, you will drive excellence in content moderation and customer support, leveraging AI-based automation to combat spam, fraud, and harmful content while fostering a high-performing, inclusive team. You’ll collaborate with global teams to align on Safety strategies, optimize workflows, and deliver exceptional user experiences. Ideal candidates are strategic leaders with a passion for innovation, data-driven decision-making, and building a learning organization in a fast-paced, mission-driven environment.
Responsibilities
- Oversee all frontline Safety operations in Manila, including content moderation and customer support, ensuring high performance, adherence to X’s Rules and policies, and unbiased application of standards.
- Coordinate daily operations across the Manila X Support Center, ensuring synchronization, efficiency, adherence with productivity metrics, and compliance with company policies and local regulations.
- Serve as the primary point of contact between Manila and other X Support Centers and the tier two Strategic Response Team, ensuring seamless communication and alignment on global Safety strategies.
- Collaborate with product engineering and data science teams to implement AI-based tools for content moderation and case management, optimizing workflows and reducing manual workloads.
- Use querying languages (e.g., SQL or Python) to analyze operational data, identify trends, and drive data-informed improvements to policies and processes.
- Anticipate and address operational challenges proactively, navigating ambiguity and implementing preventive measures to minimize disruptions.
- Create long-term roadmaps with actionable milestones to achieve operational growth, sustainability, and alignment with X’s mission.
- Manage a team of Supervisors overseeing Safety Agents and Specialists, providing coaching, mentorship, and professional development to foster productivity, efficiency, growth, and retention.
- Implement programs to improve employee satisfaction, recognition, and teamwork, fostering a positive and inclusive work environment.
- Partner with internal stakeholders (e.g., HR, workforce management, legal, corporate security) to build a center of excellence and align on Safety objectives.
Required Qualifications
- 10+ years of experience in global customer service or Safety operations, including 10+ years managing large-scale operations (250+ employees).
- Hands-on proficiency in data analysis using SQL or Python to extract insights and optimize operational performance.
- Strong understanding of AI and automation technologies, with a passion for leveraging them to enhance Safety operations and user experience.
- Proven track record of leading complex projects, managing competing demands, and delivering business outcomes in a fast-paced environment.
- Active user of X, including Grok, with a deep understanding of the platform’s role as a global public square and its Safety challenges.
- Exceptional crisis management skills, with the ability to make sound decisions under pressure and navigate ambiguity.
- Strong communication and interpersonal skills, with a demonstrated ability to build relationships with diverse stakeholders.
- Familiarity with global content moderation challenges, including cultural nuances and legal frameworks.
- Able to work onsite in Manila and travel as needed to collaborate with global teams.
Preferred Qualifications
- Experience leading and growing a service center, ideally in Manila, and guiding a team through technological change.
- Prior experience in content moderation, Safety, or support operations, particularly in a tech or platform environment.
- Experience building or scaling operations from scratch.
- Proficiency in SQL, Python, or other data analysis tools for operational reporting.
- Bachelor’s degree (MBA or advanced degree preferred) in a relevant field (e.g., Business, Technology, Data Science) or equivalent experience.
- A sense of resilience and adaptability, with a touch of humor to thrive in a dynamic, high-stakes environment.
Note: This role may be exposed to sensitive or graphic content including but not limited to vulgar language, violent threats, pornography, and other graphic images.