Job Title: Social Triage Specialist, Muse/Online Operations - Support Specialist IV
Duration: 4+ months
Location: Remote (Once offices reopen, will be required to be onsite. )

Note: Open to other Client locations -- Hybrid/Onsite in MPK/SEA/NYC once offices reopen

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 first-pass tier within the 30-minute live-pass latency target. 
• Classify every post against the Tier 1 / 2 / 3 rubric using the live-pass 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 escalate-or-not call with high precision. Immediately route hard-override cases (misinformation, damaging press claim, exec tagged or named) to the Tier 1 queue for comms and on-call. Log Tier 3 posts to the signal store with no outreach. 
• Own Tier 2 end to end. Respond to the user on-platform, 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, tier_reason, and scoring_mode on every item so misclassifications are auditable, and flag posts that are below threshold but trending for continued re-scoring. 
• Draft and reuse approved response language for recurring Muse issues; escalate to comms when a situation needs net-new 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 Muse's 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 de-escalating 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 shift-based schedule, including evenings and weekends, to sustain continuous low-latency coverage. 
• Rigorous logging discipline. Every call is recorded with the rule that fired it. 

Must-Have Skills 

• Experience responding to users in public social channels on behalf of a brand or product, with a track record of de-escalating rather than inflaming. 
• 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. 

Nice-to-have Skills 

• Prior work in a trust and safety, community, social care, or incident-adjacent 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. 

Preferred qualifications 

• Prior work in a trust and safety, community, social care, or incident-adjacent triage function. 
• Prior exposure to generative AI image or video products and the common failure modes users report. 

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is $45.00/hr - $50.00/hr.