Early Response Analyst, Trust & Safety (Mandarin Chinese / Vietnamese Speaking)

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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
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.

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.

About the team
The Early Response Analysts (ERA) team is one of the four sub-pillars of the Incident Management (IM) team. As an Early Response Analyst, you will be the first line of defence for user-generated content escalated to the IM team. You will prioritise, triage and handle a wide variety of content and work with team members from different IM teams to resolve incidents.

Responsibilities
What will I be doing?

• Assess multiple external or internal sources and assign prioritization levels, quality check on data field labelling with a quick turnaround time. Sources include government organisations, non-profit organisations, internal teams such as legal, public policy, public relations.
• Maintain Composure in High-Pressure Situations: Exhibit comfort, methodical thinking, and calmness during high-pressure situations, ensuring steadfast assignment of tickets to the right teams.
• Coordinate across different global cross-function teams such as Product Policy, Product, Risk Analysis to handle and respond to escalated content
• Utilize various platforms and tools to manage escalations and collaborate with downstream teams to mitigate risks
• Craft comprehensive incident reports and effectively communicate analysis results and escalations to key stakeholders
• Strong multitasking ability to manage competing priorities seamlessly across teams
• Be flexible with global working hours and operating on certain weekends

Qualifications

Minimum Qualifications

• 1-3 years of working experience, preferably in Trust & Safety space
• Ability to use different datapoints to corroborate risk levels towards the product and company, and to make quick and accurate judgements on risk levels
• Ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams
• Strong intellectual curiosity about world events, with problem-solving mindset and attitude, unafraid to identify problems and propose solutions
• Ability to quickly adapt and respond to change
• Knowledge of social media challenges and sensitivity to safety or regulatory issues
• English proficiency is required along with complete fluency in Mandarin Chinese or Vietnamese as you will be covering tickets that have Mandarin Chinese or Vietnamese leads

Preferred Qualifications

• Previous experience working in a Trust & Safety environment, incident management; operations management or risk management
• Quantitative skills, a data-driven mindset
• Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role.

Trust & Safety recognises that keeping our platform safe for 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.

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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