Escalations Specialist, US Trust and Safety

TikTok

New York, NY

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.

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Position summary

About the Team TikTok is the world's premier destination for short-form mobile video. Our mission is to inspire creativity and bring joy. The US Trust and Safety Policy Team works to proactively identify safety risks on platform and codify policies to ensure our users are safe while using our platform and also have the freedom to express themselves authentically. Our Escalation Specialists are responsible for managing escalations surrounding TikTok's Community Guidelines for the U.S. and Canada, while seeking to mitigate risks related to issues involving enforcement of our policies. Responsibilities - Interpret and enforce TikTok's Community Guidelines and policies. - Review, investigate, and process reported escalations and respond to sensitive partner inquiries with high quality, accuracy, and speed across multiple channels for TikTok (e.g., escalated user issues, business and partner inquiries, regulatory requests, etc.). - Investigate, troubleshoot, and drive escalations to resolution, and communicate to cross-functional partners when appropriate throughout the whole process. - Be comfortable dealing with high pressure escalations, ambiguity and grey areas, and collaborating with subject matter experts to quickly resolve issues. - Remain up-to-date on key workflow changes and policy updates. - Utilize data and systems to help the team analyze trends and deliver insights to define goals and deliver process improvements. - Be willing and able to work with sensitive issues and content that includes but is not limited to child exploitation, graphic violence, self-injury, suicide which may be considered offensive or disturbing. Qualifications - 3+ years of experience in online investigations, analysis, escalations, or operations, content policy, project management, or equivalent relevant experience - Experience driving high-priority issues through process of resolution - Ability to work independently and reliably under tight timeframes in a fast-paced environment - Analytical-thinking and problem-solving experience - Strong reporting skills; accuracy and acute attention to detail - Strong ability to multi-task and manage multiple competing priorities while working seamlessly across teams - Comfort communicating with a variety of audiences - Flexible with global working hours and weekend availability Preferred qualifications: - Online investigations expertise in one topic area of TikTok's Community Guidelines highly preferred - Deep knowledge of the TikTok platform and culture - Knowledge of social media challenges and sensitivity to safety, regulatory, or compliance issues - Experience with analytical tools (like Excel or SQL) 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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too. TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at [email protected]

What are TikTok perks and benefits

Lactation facilities

Fertility

Unconscious bias training

Networking

Succession planning

Diversity recruiting

Diversity performance

Short term disability

Paid paternity

Paid maternity

Paid adoptive

About the company

TikTok

Industry: Technology: Consumer Internet

As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.

Why you should apply for a job with TikTok:

Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.