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TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.
About the Team:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
As part of our growing global safety support team, you will spend most of your time interacting with our users. You are responsible for handling user feedback and Safety inquiries on short video applications, managing various user issues depending on account assignment, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience. This is an exciting opportunity to join a global operation, a rapidly expanding international team.
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. Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
Responsibilities:
- Make sure we deliver an exceptional TikTok experience to users and help resolve issues that are escalated via different channels including safety inquiries;
- Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users;
- Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform;
- Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring;
- Escalate risky issues to responsible teams in a timely way and follow up the whole process;
- Conduct initial triage and fact identification;
- Availability to work on weekends and public holidays on a rotational basis.
- 3-5 years experience in user support/ escalation role, online operations, analyst or consulting;
- Excellent communication and problem-solving skills with great ability to multi-task, prioritize, and manage time effectively;
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations (preferred);
- Genuinely excited to help users. You are patient, empathetic, and passionately communicative;
- Any second language skills would be highly appreciated. The position will have global coverage, so some expertise with different languages will be considered as a plus.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ts.accommodations@tiktok.com .
Job Information
The base salary range for this position in the selected city is $67555 - $97777 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
