User Safety and Support Team Lead, Malaysia

4 months ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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 Trust and Safety
About The Team
TikTok's Safety Support Team is expanding globally. We’re building out our team and we’re seeking a Team Lead to help us build scalable, sustainable, and efficient operations. As a Team Lead, you will be responsible for providing daily leadership and promoting the development of 10 to 15 Safety & Support specialists, overseeing and developing employee performance and process improvement activities. You are ready to roll up your sleeves to understand the work at a detailed level, create and improve processes, maintain records, and coordinate communications across the 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.
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**:

- Manage a team of 10 User Ops Specialists and act as point of contact and escalation for any staff members’ issues. Ensure efficient scheduling and resource planning including staff rotation, flagging and managing changes in capacity.
- Conduct team meetings on a regular basis to update the team on best practices and continuous expectations and improvements. Deliver 1-2-1 conversations with team members to address performance, productivity, work on development and any other relevant items related to user operations.
- Provide suggestions for improving users' experiences, product function and operation strategy, to XFN teams, thereby contributing to the product's overall strategy.
- Take accountability for team and user operations performance and create action plans to address non-delivery.
- Monitor queues for variable workload.
- Ensure that the SLAs for timeliness, accuracy and quality are met. Track team metrics and manage operational targets for individual team members.
- Proactive in seeking out and recommending improvements to processes, policies and systems in order to increase productivity, enhance the user operations, and overall efficiency.

**Qualifications**:
**Minimum Qualifications**:

- 3 years of leadership experience as Team Lead/Supervisory/Manager role.
- Proven ability to lead large multicultural teams and collaborate cross functionally across different departments and teams.
- Proven ability to make important decisions independently and multi-task under pressure, responding quickly to changing situations in complex environments without compromising quality.
- Strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills.

Preferred Qualification
- Bachelor’s degree or demonstrable experience in the trust & safety and/or outsourcing industry on content moderation, user support/help desk in a major tech or media company.
- Ability to bring the team together on common objectives.
- Proficient in English as working language.
- Your ability to work in a high-tempo environment, adapt, and respond to the day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

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.
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

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