Escalations Lead

Job description

Are you ready for a positive and life defining Personal & Professional challenge

‘Empowering people to live their passions’

Aaqua is a refreshingly new Social experience built around passions.
We bring like-minded people, fans, icons, creators and brands together in communities - blending epic online and offline events - centred around M.A.G.I.C

(Music, Arts & Entertainment, Games, Interests and Community).

Our philosophy empowers people to live their passions through trust, positive engagement and a more democratised value-sharing ecosystem.

Your Community 

You will be a member of Trust & Safety working closely with your lead the Director of Trust and Safety

Your Purpose

Your role as Escalations Specialist is responsible for improving the user escalations experience for Aaqua members. You will be working with other domains across the globe to provide high level key updates and findings in escalations as they unfold.

Your Focus

Your contribution will include:

  • Bringing operational excellence to the team, ensuring all requests are scrutinized in a time sensitive manner and handled in strict accordance with applicable law, our terms of service, and policies.
  • Establish a process for and manage the review, analyze and process various sources of escalations on content
  • Collaborate with cross-functional teams to resolve escalations; including monitoring incoming escalation channels, coordinating with the appropriate teams, following up to ensure closure, leading postmortems to prevent recurrence, and escalating to the appropriate leadership in case of high priority, sensitive escalations
  • In coordination with programme managers, collate and analyse relevant data in escalations trends to understand root causes, identify patterns, develop improvements for overall escalation processes and provide recommendations for process, policy and product improvement

Job requirements

Your Journey

  • 5 years or more of Escalations experience,. Often operating in a high pressured environment, preferably in a social media set up
  • Demonstrated ability to use sound judgment, work in a high-stress environment, thrive in chaos, and exhibit grace under pressure
  • Strong conflict management, negotiation skills and a sense of urgency
  • Self-starter, highly collaborative with strong relationship-building skills
  • Able to work in a fast-paced, ambiguous and high-performing environment

Your Knowledge

Given your epic background, you will have deep skills/ technical knowledge in e-gaming, e-sports, fantasy leagues.

As we are a global team to truly connect and collaborate, your business English skills are a must.

Your Qualities
Your qualities are seen, heard and observed every day through your words, actions and behaviours. They are a key part of our DNA. We seek our team members to be:

  • Agile
  • Authentic​
  • Collaborative​
  • Courageous
  • Curious​​
  • Passionate
  • Resourceful

Your Attitude

Your attitude and presence will play an essential part in creating a highly distinctive culture at AAQUA. The fit as such needs to be like a perfect glove. We expect everyone to play their part in:

  • Putting Members First
  • Building an Inclusive and Safe Community
  • Delivering the Unexpected
  • Be Always Evolving, and
  • Keeping it Real

Why work with us

At Aaqua we are committed to real economic value distribution and this extends to our people. Aaqua is creating a work culture that caters to all your YOU's. Our total rewards package is highly attractive, with generous compensation, options programs, comprehensive medical coverage and workplace flexibility.

Developing our people is a given and the exposure you will get at Aaqua will see you always evolving, creating opportunities for rapid career advancement. By putting our "members first" (that includes YOU), you will deliver the unexpected every day. Aaqua's agile focus drives collaboration, ideation and allows you to be your true self, empowers our people and delivers a passionate and fun team.

Aaqua is a diverse and inclusive culture. We want our people to be reflective of our members and commit to a non-discriminatory culture that does not judge by; age, gender, sexual orientation and gender reassignment, race and colour, disability, religion and beliefs, pregnancy and family responsibilities, education level and all of your YOU's.

Aaqua is the place for all YOUR ‘YOUS’!

Feel like YOU are a fit for this opportunity?

If so, please send your interest to