Responsibilities
Team Introduction Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. Role Introduction We are searching for somebody for our Advisor role within Trust and Safety. The Advisor role is responsible for team quality metric. This includes driving team accuracy, team policy knowledge improvement, floor support, self knowledge improvement and special/adhoc projects. Responsibilities: Drive team accuracy – Provide coaching support to moderators on challenges in accuracy. Conduct case calibration and/or sampling among advisors and across teams. Advisors take the lead in scrubbing or the review/appeal process, subject to different LoB practices. Additionally, Advisors are required to provide a weekly quality report to ensure continuous improvement and alignment with quality standards. Team Policy Knowledge Improvement - Ensure moderators are up to date on policy knowledge, including policy refresher and clarification. Advisors act as a bridge between moderators and relevant teams (PES/ TnQ) in providing feedback and improving policy alignment. Floor Support - Connect and assist moderators with policy inquiries, basic troubleshooting for tools or connectivity issues. Self Knowledge Improvement - Advisor is required to stay up to date on policy knowledge and get clarification from relevant teams for better alignment. Special/ Adhoc Project - support on market specific requirements such as escalation, RCA report, government takedown request (GTR). If needed, Advisor may act as TL backup on service level (including real time monitoring) and may perform moderation tasks if SLA is not hitting. What will I be doing? - You will be supporting current and newly hired staff to ensure the safety and quality of the content they are moderating; - You will implement and monitor quality assurance strategies and documents, actively promoting a culture of continuous improvement; - You will actively promote and support inclusion, ensuring that individuals are supported to participate in community and work opportunities according to their interests and goals; - You will be responsible for delivering coaching sessions to help the team members to develop and reach their targets. - You will be a cross-functional support team based at another site - Thailand and Malaysia - Collaborate closely with colleagues in Thailand and Malaysia to align on support strategies and initiatives.
Qualifications
Minimum Qualifications: - Bachelor’s Degree or equivalent education/experience, is preferred - 1+ year experience working on content moderation, safety or policy in a tech or media company - Demonstrate good communication, judgment, and training skills. - Attention to detail and have a passion for maintaining a high standard of work. - Fluent in Korean is required as the role requires communication with the Korean market and intermediate in English is also required as it is the working language. Preferred Qualifications: - You have previous coaching experience which is highly desired. - You possess cultural sensitivity and understanding relating to global/ regional current affairs. Familiarity with internet laws and regulations, in particular reviewing online content, would be a good plus. - Experience in a BPO / call-center / customer service environment is a plus.
Job Information
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
Equal Opportunity at TikTok
TikTok is dedicated to fostering an inclusive and diverse workplace that values and respects individuals with disabilities. Our commitment is to create equal opportunities and provide a supportive environment for all employees.
