Safety Agent II

About the Role

We are seeking a dedicated and proactive Safety Agent II to join X’s Safety team, where you will play a pivotal role in ensuring our users can engage with our platform safely and effectively. In this role, you will leverage AI-driven tools to resolve content moderation and customer support cases, streamline complex workflows, and provide critical feedback to enhance operational efficiency. Ideal candidates are detail-oriented problem-solvers with a growth mindset, passionate about delivering exceptional support, combating issues like spam and fraud, and contributing to a learning organization that moves at a fast pace.

Responsibilities

• Resolve cases/tickets in the queuing system, leveraging AI-driven tools to prioritize and categorize content moderation and customer support issues for faster, more effective resolution.
• Navigate and optimize multiple complex operational workflows, often ambiguous or under development, using AI to automate repetitive tasks and provide predictive insights for process improvement.
• Support the incubation of new operational workflows, delivering clear and actionable feedback to enhance efficiency and effectiveness.
• Contribute to investigative and response efforts across a wide range of critical content moderation and customer support challenges.
• Identify opportunities to streamline and strengthen operational workflows across tools, teams, processes, and policies, integrating AI to improve cross-system interoperability and data-driven decision-making.
• Apply content moderation consistently and without bias, delivering customer support that exceeds industry standards.
• Assist agents in mastering tooling, understanding processes, and applying policies accurately and efficiently.
• Support agents in identifying and correcting casework errors, ensuring proper policy application, process configuration, and tooling navigation.
• Provide input to leaders on training remediation and performance feedback to enhance team capabilities.
• Contribute to the creation of globally impactful programs and projects to ensure X meets worldwide social media regulatory obligations and laws.
• Collaborate with product, policy, engineering, and vendor teams to support the development and enforcement of new country policies, training curricula, and quality assurance programs.

Required Qualifications

• 2+ years of relevant experience in content moderation and/or customer support.
• Active user of X, with an an understanding of its platform dynamics and Safety challenges.
• Experience providing analyses or recommendations that inform policy development or strategic decision-making based on operational insights.
• A bias for execution and impact, measuring success by delivering real value for customers, users, and stakeholders while maintaining high-quality standards.
• Strong written and verbal communication skills, with clarity and professionalism in all interactions.
• Experience at a technology company, with familiarity in fast-paced, dynamic environments.
• Willingness to work US shift hours, weekends and holidays, and be on-call in exigent circumstances.
• Comfortable working with multinational teams and navigating diverse cultural contexts.

Preferred Qualifications

• Experience in content moderation or customer support within a tech or social media platform.
• Familiarity with AI-driven tools or automation in operational workflows.
• Proven ability to provide actionable feedback that improves processes or team performance.
• Strong problem-solving skills, with a passion for tackling ambiguity and driving operational excellence.
• A proactive and collaborative mindset, eager to contribute to a learning organization.
• A sense of adaptability and a touch of humor to thrive in a fast-paced, 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. This is dependent upon the workflow you will be assigned to and confirmed by your management.