Escalations Specialist Jobs in Decatur, GA (NOW HIRING)

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. 

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. 

At the intersection of our physical locations and our digital community lies a critical space: the public conversation. Our customers are passionate, vocal, and expect excellence at every turn. To ensure we meet those expectations even when things don't go as planned, we are looking for a Sr. Social Media Escalation Specialist. This role exists to bridge the gap between a digital "shout" and a tangible solution, ensuring our brand’s integrity remains intact across every social platform.

As a Social Media Escalation Specialist, you are the voice of calm and the architect of resolution in the digital space. You don’t just "reply" to comments; you own the recovery process from start to finish. You have the strategic foresight to coordinate with cross-functional teams—from legal to local site leads—to ensure every response is accurate and empathetic. Your primary goal is to execute a high-touch recovery strategy that turns a substandard experience into a benchmark of customer care. By identifying recurring pain points, you will work to mitigate future brand risks, ensuring that our online community feels heard, valued, and supported.

• Actively monitor social media channels to identify and prioritize inbound escalations that require elevated, personalized attention.

• Conduct high-touch outreach to customers, transforming negative brand moments into exceptional recovery experiences through empathetic, written communication.

• Partner cross-functionally with internal teams  to investigate the root causes of customer issues and drive them to a final resolution.

• Maintain a consistent, premium brand voice while navigating complex or sensitive customer interactions.

• Track escalation data to identify systemic issues and surface actionable insights that inform broader Customer Experience (CX) improvements.

• Design and update response playbooks for common escalation types to ensure the team can react with speed, consistency, and precision.

• Own configuration, maintenance, and vendor relationships for social listening and engagement tools, including dashboard design, tagging strategies, workflow automation, stakeholder training, and eventspecific reporting

• 3–5 years of experience specifically managing brand escalations, PR-sensitive issues, or executive-level customer grievances in a digital environment.

• Bachelor’s degree in Communications, Public Relations, Marketing, or a related field is preferred.

• Advanced proficiency with social listening and engagement suites (e.g., Sprinklr, Sprout Social, or Khoros) and the ability to navigate the nuances of platform-specific cultures (X/Twitter, Reddit, LinkedIn, Instagram).

• Demonstrated excellence in written communication, with a specific focus on conflict resolution and reputation management. 

• Ability to synthesize qualitative social data into quantitative insights, identifying why an escalation happened rather than just that it happened.

• Ability to support a flexible schedule, including "on-call" hours for weekends or evenings to mitigate viral risks during off-peak times.

The salary range for this role is $79,700-$99,600 for Illinoise and Georgia based applicants and $87,300-109,100 for California based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may be eligible for annual performance bonus and equity awards.

We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Plan if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com. 

You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). This job is not expected to be closed any sooner than [month/day/year].

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. 

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. 

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.  

How We Use AI in Our Hiring Process: To ensure transparency, we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role.

Participation in AI profile matching is entirely voluntary. If you prefer that your profile not be used in this process, you can opt out at any time. Opting out means your profile will be excluded from automated matching and will not be surfaced for additional roles through this system. Your current application remains active and will not be affected in any way.

Please note that we are currently not accepting applications from third party application services.

• 3–5 years of experience specifically managing brand escalations, PR-sensitive issues, or executive-level customer grievances in a digital environment.

• Bachelor’s degree in Communications, Public Relations, Marketing, or a related field is preferred.

• Advanced proficiency with social listening and engagement suites (e.g., Sprinklr, Sprout Social, or Khoros) and the ability to navigate the nuances of platform-specific cultures (X/Twitter, Reddit, LinkedIn, Instagram).

• Demonstrated excellence in written communication, with a specific focus on conflict resolution and reputation management. 

• Ability to synthesize qualitative social data into quantitative insights, identifying why an escalation happened rather than just that it happened.

• Ability to support a flexible schedule, including "on-call" hours for weekends or evenings to mitigate viral risks during off-peak times.