Online Operations - Support Specialist IV

Spectraforce Technologies
United States, New York, New York
Nov 13, 2026
Social Triage Specialist, Muse Role summary Monitor social platforms, primarily X, for mentions of Muse at very low latency classify each mention against the Muse triage rubric and personally own the middle bucket: posts that warrant a response but do not warrant executive engagement. Engage the user publicly or by DM, resolve the issue, and close the loop. Core responsibilities Monitor inbound Muse mentions on a continuous sweep cadence queue polled roughly every 2 minutes and apply a firstpass tier within the 30minute livepass latency target. Classify every post against the Tier 1 2 3 rubric using the livepass dimensions only: account context follower count, historical engagement, verified outlet or credentialed journalist, known amplifier and content misinformation, claim severity, exec tagged or named, specific product issue, repro present. Make the escalateornot call with high precision. Immediately route hardoverride cases misinformation, damaging press claim, exec tagged or named to the Tier 1 queue for comms and oncall. Log Tier 3 posts to the signal store with no outreach. Own Tier 2 end to end. Respond to the user onplatform, ask the clarifying questions needed to establish a repro prompt, settings, model, steps, screenshots, and drive the thread to a stated resolution. Extract and log the repro, assign an issue category, file or link the corresponding bug, and track it to closure so the user gets a real answer rather than an acknowledgement. Record tier, tierreason, and scoringmode on every item so misclassifications are auditable, and flag posts that are below threshold but trending for continued rescoring. Draft and reuse approved response language for recurring Muse issues escalate to comms when a situation needs netnew external language rather than improvising it. Hand off cleanly on shift change with a live queue state, including open threads, pending repros, and anything held for the maturity pass. Surface recurring themes from Tier 2 and Tier 3 volume to product and comms partners on a regular cadence. Minimum viable Muse product expertise developed in ramp Working fluency in Muses surfaces, generation flows, model behavior, and known limitations, sufficient to tell a real defect from expected behavior, a user error, or a feature request. Familiarity with current known issues, shipped fixes, and public positioning, so the responder does not confirm something already resolved or speculate on anything unannounced. Ability to judge whether a complaint is concrete enough that an engineer could act on it, which is the actual Tier 2 bar. Required qualifications Experience responding to users in public social channels on behalf of a brand or product, with a track record of deescalating rather than inflaming. Demonstrated judgment under time pressure and incomplete information, with a bias toward escalating ambiguous reputational risk rather than absorbing it. Strong, concise written voice that holds up in public reply threads. Comfort with technical product detail: can read a stack of screenshots and prompt settings and turn it into a usable repro. Ability to work a shiftbased schedule, including evenings and weekends, to sustain continuous lowlatency coverage. Rigorous logging discipline. Every call is recorded with the rule that fired it. Preferred qualifications Prior work in a trust and safety, community, social care, or incidentadjacent triage function. Prior exposure to generative AI image or video products and the common failure modes users report. Familiarity with social listening and queue tooling. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. Release Comments: Please use the below link to begin submitting Candidates. https:prod.beeline.comfacebook493c4b67cfe54eb4b6df9107a2d57a7a This email has been generated to notify you of account activity that has occurred within the Beeline application. Please review the details above for necessary action on your part, or click on the link provided to login to the application to review the activity. Please do not reply to this email. If you need assistance, please contact application support at 1866Beeline or supportbeeline.com.