Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa. 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. As a Creator & User Excellence Specialist, you will be a part of a team that provides operations support and analysis of platform issues for both internal and external stakeholders. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas. You will be responsible for metric changes and escalations across multiple channels with high quality, accuracy, and speed, monitoring alerts, and doing deep dives and investigations. You will establish tools and processes to effectively manage and resolve high priority issues raised from various input channels. You will monitor trends, patterns, find gaps and use data and problem statements to influence cross functional teams to make necessary improvements in support services and processes. You are passionate about the user and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the support operations space. It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance. This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Responsibilities - Support high priority escalations and proactively investigate cases that impact our Creator and User Community across customer support services; - You'll identify opportunities for improvement in our current processes, in particular, working with the operational teams; - You'll collaborate with cross-functional partners (content policy, product management, data analytics, operations, engineering) to identify, assess and resolve related issues in our products and processes; - Self-identify gaps, problems and deep dive into RCA to come up with robust solutions. - You'll influence product and support operations by providing key insights on the issues detected on the platform or in our support services.
Qualifications
Minimum Qualifications - You have experience in operational support in either Customer Service, Trust and Safety, or related areas such as social networking platforms. - You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams; - You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders; - You have the ability to translate action steps into a systematic process; - You're passionate about helping the user community; Preferred Qualifications - Quantitative skills, data-driven mindset, SQL or Excel skills a plus; #LI-Hybrid
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.
