User Safety and Support Specialist

5 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
To be successful in this role, you should be an excellent communicator with exceptional customer service skills, a willingness to experiment, the ability to thrive in a dynamic, team-focused environment and a passion for helping others.
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**:

- 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 on the whole process.
- Conduct initial triage and fact identification.

**Qualifications**:
Minimum Qualifications
- Proficient in English in a professional setting
- Data analysis, resilience (repetitive work) thinking out of the box, problem solving.
- Excellent communication and problem-solving skills with great ability to multi-task, prioritize, and manage time effectively
- Genuinely excited to help users. You are patient, empathetic, and passionately communicative.

Preferred Qualifications
- B.A. or B.S. degree in a related discipline such as Business, Legal, Computing, Public Policy, or International Relations
- Experience working in a Trust and Safety environment.
- 2-3 years experience in user support/ escalation role, online operations, analyst or consulting.
- Familiarity with CRM software (Zendesk, salesforce, Ayava, Oracle, cosmic).
- Familiar with Google Docs, Office software such as Excel, Word, and etc.
- Data processing experience and other data analysis capabilities.

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.

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