Global Escalation Specialist

7 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
About the team
As a Global Escalation Specialist, you will play a vital role in ensuring the safety, satisfaction, and overall user experience for TikTok users. You will be responsible for managing and resolving escalated user inquiries and issues across multiple channels, while also collaborating closely with cross-functional teams to optimize product/platform performance.

As part of our Global Escalation Team, the Global Escalation Specialist is working closely with colleagues in APAC, EMEA and LATAM.
Responsibilities
- Review and investigate content safety escalations and impersonation account reports across multiple channels for TikTok users, respond to these inquiries with high quality, accuracy and speed.
- Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards.
- Address traumatic, sensitive and potentially offensive or controversial content, flag these risky issues including any upcoming/ongoing trends further to dedicated teams timely, and follow up until the issues are fixed.
- Communicate actively with our users and improve the user experience for safety-related issues.
- Analyse the root causes of user escalations to address user pain points and further strengthen user experience and both platform safety and reputation.
- Support internal investigations of our legal team in relation to user escalations and pre litigation cases.
- Manage the processing and resolution of escalations in the regulatory queues.
- Manage the processing and resolution of internal escalations from leadership up to CEO level.
- Contribute to post
- mortem/lessons learned cross-functional exercise within T&S for any major events affecting High Risk queues.
- Contribute to continuous improvement to address grey areas with our Standard Operating Procedures (SOP) in coordination with our Policy team.
- Work with cross-functional teams on product/platform optimization projects, test systems and raise bugs or collect ideas that can improve our cases management and team efficiency.
- Demonstrate flexibility by being available to work on weekends and during busy periods such as Bank and Public Holidays to ensure continuous support for users and maintain platform integrity.

**Qualifications**:
Minimum Qualifications
- 5+ years of client management/escalation experience
- Experience working independently and with global cross-function teams such as policy, legal, operations, and product.
- Proficient in English as working language. Knowledge of other languages will be advantageous.
- Excellent communication and problem-solving skills.
- Highly sensitive to the dangerous trend or variety of potential risks, and shows awareness and sensitivity to culturally, and politically, sensitive global topics.
- Passionate and willing to work in the digital media and entertainment industry.
Preferred Qualifications
- BA/BS degree or higher in a related discipline such as Business, Legal, Computing, Public Policy, or International Relations
- Familiar with office software such as Excel, Word, etc. Data processing experience and other data analysis capabilities

**Expectations**:

- Cross-Functional Collaboration: The Escalation Specialist is expected to actively partner with cross-functional teams and associates to identify opportunities for product and platform optimizations. They should contribute valuable insights and collaborate effectively to enhance user experience.
- Escalation Management: The Escalation Specialist should demonstrate a thorough understanding of TikTok's operational guidelines, policies, and Community Standards. They are responsible for reviewing and investigating reported escalations across multiple channels for TikTok users, ensuring timely and effective resolution while maintaining a high level of quality, accuracy, and speed in their responses.
- Continuous Learning: It is expected that the Escalation Specialist remains up-to-date on key workflow changes, policy updates, and industry best practices. They should actively seek out opportunities for professional development to stay infor

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