X Support Lead

We build the world's most trusted public town square—and we pride ourselves on our commitment to protecting free speech within the boundaries of the law. Beyond that, we aim to increase unregretted user minutes on our platform, and make it the best place on the internet for creators to share content and make money. 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. Seniority Level Director Employment Type Full‑time Job Function Other Industries Technology, Information and Internet #J-18808-Ljbffr