Twitter Africa Ongoing Job Recruitment

Twitter is an open service that’s home to a world of diverse people, perspectives, ideas, and information. Twitter’s mission is to serve the public conversation, and it’s essential – for the world and for Twitter – to increase the number of people who feel comfortable participating in it.

Twitter’s mission is to serve the public conversation, and it’s essential – for the world and for Twitter – to increase the number of people who feel comfortable participating in it

We are recruiting to fill the position below:

Job Position: Analyst, Media Operations

Job Location: Ghana (Remote)
Team: Trust and Safety, Customer Support and Operations

The Position
Who we are:

• Twitter’s mission is to serve the public conversation, and it’s essential – for the world and for Twitter – to increase the number of people who feel comfortable participating in it. In line with our growth strategy, we’re excited to announce that we are now actively filling for roles in Ghana. Our teams must be more immersed in the rich and vibrant communities that drive the conversations taking place every day across Africa, and we can only do this by engaging local teams and tapping into their expertise and exceptional talent.
• The Twitter Service organization within Twitter creates meaningful connections with customers that promote healthy exchange in the public conversation. Twitter does this by developing customer support solutions at scale in a rapidly changing and global environment. Whether Twitter is optimizing operations, guarding the health of the service through proactive and scaled enforcement, or driving content and support channel strategies, Twitter is with our customers every step of the way.
• Twitter Service is seeking a Media Operations Analyst in Ghana to work closely with policy teams, product, and vendor partners to launch, scale, and optimize solutions for the enforcement of safety and misinformation policies. To help us drive our vision forward, we are looking for an experienced, data-driven and solutions-oriented individual that can work across teams to ideate and execute safety and misinformation solutions with speed and quality.

Who you are:

• Do you love the internet, technology, and media (audio and visual live streams, recordings, and static images)?
• Do you have a passion for ensuring users stay safe online while allowing the weirdness and freedom of the internet to shine?
• Do you love figuring out answers to questions no one has answered yet or processes without established best practices?
• We’re looking for a highly motivated, goal-oriented, team player to join our Media Operations team. Success in this role requires someone who is curious, analytical, disciplined, proactive, and has a knack for managing multiple tasks efficiently. The team is tight-knit but spread around the world and values a healthy combination of independence and teamwork.

What You’ll Do:

• As a Media Ops Analyst, you will work closely with key stakeholders (e.g. vendors, policy specialists,product managers, engineering) to ensure day-to-day operations are running well and new products and policies are launched quickly and efficiently. You will proactively make changes that improve the operation and reverse negative trends. You will be comfortable handling high-priority user escalations and edge cases as they come in.
• In this role Twitter is also looking for someone to help represent Media Operations and the wider User Operations team to local stakeholders within the Africa region. In addition to work supporting the global market you will also be responsible for helping to design and implement operational solutions that serve the needs of our customers, stakeholders, legislation, policies, standards, and best practices in the region.

Main Responsibilities

• Use market specific knowledge, signals and insights to design and implement scalable solutions to improve the safety support of the Africa region, starting with West African markets
• Lead daily media enforcement operations and agent workflows across multiple geographies to respond to complex user escalations and reports, especially related to media on all Twitter owned platforms current and future.
• Act as a global and Africa domain expert and point of contact for internal partners and vendor partners to review and analyze safety and abuse reporting on the platform.
• Manage stakeholder relationships with Product, Trust & Safety, Engineering, Legal, Comms and others to safely develop and launch new policies and products on the platform
• Create and analyze reports and dashboards to monitor and investigate operational safety abuse trends
• Help drive local and global strategies related to our online media operations, implementing plans and overseeing their execution.
• Deliver trainings on various policies and workflows to large global teams
• Provide expert input for training material (decks, facilitator guides, knowledge bases, agent assessments) and ensure trainers on the vendor team are equipped to deliver a high quality and consistent training experience.
• Monitor established key volume performance indicators (e.g. total/manual incoming, total/manual solved, AAS, AHT) and investigate root causes of trends and spikes.
• Lead project initiatives to find new and innovative ways to consistently improve safety efforts, response times and support to users
• Take part in the global on-call rotation as needed, and respond to cases in any high-priority escalations.
• Report issues with internal tools to engineering and product operations  teams and scope out new tooling requests
• Manage communication with vendors and internal escalations teams, including answering questions, providing support and working collaboratively on scaling solutions
• Lead the delivery of large cross-functional initiatives within the team.

Please Note: You will need to review or be exposed to sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images. The Media Operations team handles some of our most serious and difficult policy areas on our platforms including child safety, violent extremism, and other illegal or regulated activities. We always endeavor to ensure your boundaries are respected and you have the time and flexibility to step back where necessary but given the team’s work it is impossible to completely avoid some topics while remaining within the team.

Who you are:

• Twitter is looking for a passionate team member with excellent communication skills, strong analytical skills, experience in supporting user/consumer operations in the Africa region (especially West Africa) and, of course, tons of enthusiasm for helping people and supporting Twitter’s fast-growing user base.

 What you have:

• You have political familiarity with the Africa region including Nigeria. Deep/nuanced familiarity with one or more countries in the region including typical online user behavior.
• Experience in handling user reports and/or high-priority support and/or enforcement issues
• Strong analytical skills, metrics driven and experience in business/data analytics
• Excellent written and verbal communication skills, organizational skills, and highly developed social skills
• Experience supporting high profile and/or publicly visible individuals either directly or in partnership with their representatives
• Influence and collaboration skills to affect change with cross functional stakeholders
• Flexibility; open to changing priorities and handling multiple tasks simultaneously within compressed timeframes and under pressure
• Ability to solve problems creatively and proactively, especially during critical situations
• Experience driving large cross-functional projects across different time zones; familiarity with project planning methodology (Scrum, Kanban)
• Experience working with Service Cloud, JIRA, Tableau, or similar software. Service Cloud admin skills, basic programming, SQL and/or experience in automation a plus.
• Intellectually curious and able to quickly learn new systems and processes.
• Active, passionate, Twitter user or a strong interest in social media

Qualifications
Requirements:

• BA / BS degree or equivalent local degree or experience required
• 4-5+ years of related experience with content moderation or online operations or with project and program management, preferably in a fast-paced online support environment or a role involving vendor relationship management
• Fluency in English and Pidgin is required
• Ability to work alongside technical stakeholders including Product and Engineering to define tooling requirements and understand technical and product processes
• Working hours may vary depending on business need, on-call or weekend work may be required
• Ability to travel up to 10-20% to global offices and vendor locations

Additional Preferred qualifications:

• 2+ years experience involving vendor relationships from the customer side or the creation of training, workflows and processes.
• Additional French fluency is highly preferred
• Experience with live video and/or illegal content is a huge plus
• Experience managing contractors or full time staff.
• Experience working with new product rollouts and defining launch requirements for safety or enforcement.
• Experience in the field of study and/or professional experience in promoting online safety, child safety online, and/or countering violent extremism

Interested and qualified candidates should:

Click here to apply online

Job Position: Curation Lead – Editorial Curation

Job Location: Ghana (Remote)
Team: Product

The Position
Who we are?

• Our Curation team is on a mission to better facilitate this through the curation of the best, most relevant, and timely content that reaches, engages and delights one of the largest daily audiences in the world.
• Twitter’s Curation team sits within its Consumer Product team, which works directly on developing the core Twitter product with our customers in mind.

Who you are?

• Twitter is looking for a passionate people manager to take on the role of Curation Lead for Nigeria. This person will manage a team that is focused on quickly, accurately and impartially summarising complex conversations that are unfolding in real-time on Twitter and important to users in Nigeria.
• The Lead for Nigeria will be responsible for overseeing the management of the team and driving key projects to ensure the team delivers on its goals and strategy.
• This role is located in Accra, Ghana and focused on Nigeria. You may need to work weekends.
• The ideal candidate will have experience in people and project management in journalism, content moderation or a similar industry. They will have a passion for growing and developing an ambitious, mission-driven group of individuals.
• The ideal candidate for this role should have a deep, non-partisan, understanding of Nigerian news and politics. They should feel comfortable fact-checking content related to politics, social justice, medical science or local news.
• They must be able to display an expert knowledge of media law and a strong understanding of Twitter’s role in the world as well as general knowledge across News, Sports and Entertainment verticals.
• While this role is primarily focused on English and English Pidgin content, working proficiency in one or more of the following languages is an advantage: Yoruba, Hausa and Igbo.

Success in this role is measured by:

• Implementing Editorial Curation’s strategy for success on a market level
• Driving Curation’s involvement in cross-functional projects related to company priorities
• Building a positive, proactive and inclusive team culture that makes all Tweeps feel like their contribution matters
• Selecting, training and managing a team of Curators of varying levels of experience
• Ensuring the team has a well-rounded and diverse set of skills and knowledge

Responsibilities

• Providing easy-to-understand, constructive feedback to help team and individual development
• Planning and optimizing the team’s schedules and working patterns
• Preparing at least six months in advance for major upcoming global events
• Identify new processes, tools and workflows to improve the effectiveness of team performance

Qualifications

• BA / BSc degree or equivalent experience
• Written and verbal fluency in English; other west African languages are a plus
• Excellent written communication skills
• 6-8+ years of experience working at management level in journalism, content moderation or similar
• Excellent understanding of the Nigerian political system
• Extensive experience of using Twitter, preferably as a tool in reporting
• Experience with news gathering tools like Tweetdeck, Dataminr for News, etc preferred but not required.

A few other things we value:

• Challenge - We work with Twitter's product and standards teams to solve some of the industry’s hardest content problems. Come to be challenged, learn, and thrive as a curator.
• Diversity - Diversity makes us a better organization and team. We value diverse backgrounds, ideas, and experiences.
• Work-Life Balance - We work hard, but we believe with hard work should come balance.

Interested and qualified candidates should:
Click here to apply online

Job Position: Curation Deputy Lead (Desk Lead) - Editorial Curation

Job Location: Ghana (Remote)
Team: Product

Who We Are?

• Our Curation team is on a mission to better facilitate this through the curation of the best, most relevant, and timely content that reaches, engages and delights one of the largest daily audiences in the world.
• Twitter’s Curation team sits within its Consumer Product team, which works directly on developing the core Twitter product with our customers in mind.

Who You Are?

• The ideal candidate will have experience of content management or editing roles in journalism, publishing, content moderation or a similar industry. They will have a passion for working in a fast-paced, real-time news environment while maintaining quality and implementing processes and policies.
• The ideal candidate for this role should have a deep, non-partisan, understanding of Nigerian news and politics. They should feel comfortable fact-checking content related to politics, social justice, medical science or local news.
• You display an expert knowledge of media law and a strong understanding of Twitter’s role in the world as well as general knowledge across News, Sports and Entertainment verticals.
• While this role is primarily focused on English and English Pidgin content, working proficiency in one or more of the following languages is an advantage: Yoruba, Hausa and Igbo.

What Will You Do?

• Twitter is looking for a highly-skilled Deputy Lead to manage daily content production across products including Twitter Moments and Trending Topics in Nigeria. This role is responsible for overseeing the output of a team focused on quickly, accurately and impartially summarising complex conversations that are unfolding in real-time on Twitter.
• This person will work as part of a global, high-performing team to provide 24/7 coverage and ensure the Curators’ work meets our high standards.
• This role is based in Accra, Ghana and focused on Nigeria. You may need to work weekends.

Success in this role is measured by:

• Delivering consistently high levels of quality assurance on curated content
• Ensuring curated content is delivered impartially and accurately
• Prioritizing the team’s work effectively under time pressure
• Overseeing all day-to-day curated content decisions and know when to escalate them
• Tracking success metrics and use data to inform and improve content decision-making

Responsibilities

• Providing easy-to-understand, constructive feedback to aid team and individual development
• Giving feedback to internal Product and Tooling teams
• Encouraging knowledge sharing to prepare the team for covering the most impactful conversations
• Working collaboratively as part of a global team that works with internal partners
• Planning at least one month in advance for major upcoming regional events

Qualifications

• BA / BSc degree or equivalent experience
• Written and verbal fluency in English and English Pidgin; other West African languages are a plus
• Excellent written communication skills
• 5+ years of experience working in journalism, publishing, content moderation or similar
• Extensive experience of using Twitter, preferably as a tool in reporting
• Excellent understanding of the Nigerian political system
• Experience with news gathering tools like Tweetdeck, Dataminr for News, etc preferred but not required.

A few other things we value:

• Challenge - We work with Twitter's product and standards teams to solve some of the industry’s hardest content problems. Come to be challenged, learn, and thrive as a curator.
• Diversity - Diversity makes us a better organization and team. We value diverse backgrounds, ideas, and experiences.
• Work-Life Balance - We work hard, but we believe with hard work should come balance.

Interested and qualified candidates should:
Click here to apply online