Job Description

We are looking for a Communications Specialist II to support policy operations across Latin America. This is a fully remote contract opportunity for professionals experienced in managing complex escalations, troubleshooting operational issues, and identifying trends across cases.\nIn this role, you will investigate complex cases related to account access, verification requests, and platform integrity, working closely with cross-functional teams to resolve issues and improve internal processes.\nKey Responsibilities\n Handle complex escalations and troubleshooting cases across LATAM\n Investigate issues related to account access, verification, security, and platform integrity\n Identify root causes and recurring trends across multiple cases\n Document findings and help develop playbooks and operational documentation\n Collaborate with cross-functional teams to accelerate case resolution and improve processes\n Support proactive identification of risks and operational issues\nRequirements\n Experience managing escalations and complex case troubleshooting\n Ability to perform root cause analysis and identify trends\n Strong communication skills in Spanish and English\n Experience in policy operations, trust & safety, risk operations, BPO operations, or related fields\n Ability to work with multiple teams and manage operational workflows\n Location: Fully Remote\nIf you have experience handling escalations, analyzing operational issues, and working in fast-paced support or policy environments, wed love to hear from you.",