TikTok Live, User Risk Issue Investigator (Customer Protection)- USDS

TikTok

Los Angeles, CA

Why you should apply for a job to TikTok:

  • 4/5 in supportive management

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.

  • #H8938

    Position summary

    About TikTok TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok. About USDS At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data. U.S. Data Security (“USDS”) is a standalone department of TikTok in the U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more. About the Team The TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partner organizations to create an environment that brings communities together in real-time to create meaningful and interactive connections around the globe. Responsibilities: - Work with global teams to design localized customer service strategies, performance metrics and align consistency. - Manage user/creator inquiries through various channels and resolve their issues in an accurate, timely and satisfactory manner. - Study, deep-dive and investigate transactional issues affecting top consumers within the region; work with cross-functional teams to design localised solutions and processes, ensure users' transactional needs are timely addressed and resolved with positive outcomes. - Provide value-added service, proactively reach out and build strong relationships with local consumers to gather concerns, feedback and suggestions. Identify and strategise areas of improvement in customer service and platform experience. - Analyse feedback and trends from external and internal sources. Promptly escalate critical/high-risk cases and suspicious data trends, work with internal and cross-functional teams to find or devise the correct solutions. - Support ad-hoc projects and initiatives per business needs. Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations. - Look for opportunities to identify ongoing issues and user pain points, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience. - Compile service reports for internal stakeholders and cross-functional teams on a regular basis. - BA/BS degree or equivalent practical experience. - Requires a minimum of 3 years experience in a customer service environment. - Experience designing customer support processes and internal support tools to improve efficiency. - Experience working in the digital payments industry / live-streaming / user-generated content platforms, knowledge in digital fraud investigation is a plus. - Excellent data skills and familiar with quantitative and qualitative analysis, works comfortably with Microsoft Word and Excel. - Demonstrates effective, clear, professional written and oral communication with team members and B2B/B2C customers. - Eager to learn, initiative taker and problem-solver, proactive and continuous improvement attitude, excellent problem solving and priority skills, thrives in fast and dynamic environments and ability to work under high pressure, support business in shifts by following the local labor laws, meticulous and organized. - Have a good temper to handle disputes and emergencies and must be service-oriented to handle and resolve disputes. 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. TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected] The base salary range for this position in the selected city is $79800 - $130888 annually.​Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees: ​We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​

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    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

    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 to TikTok:

  • 4/5 in supportive management

  • Ratings are based on anonymous reviews by Fairygodboss members.
  • 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.