Trust & Safety Operations Specialist at TikTok

| Greater LA Area
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Responsibilities

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. The Safety team at TikTok help ensure that our community is safe and empowered to create and enjoy content across all of our apps while protecting our brand. As a Trust & Safety Operations Specialist, you will be on the front lines, handling sensitive, complex user-facing issues for our Live product. You’ll leverage learnings to build at-scale operations, enhance operational workflow/process, safety-first support solutions. You’ll also help shape team strategy and execute on team objectives using complex project management, cross-functional collaboration, and data-driven decision making. You will be working with a variety of stakeholders across the globe, including Product and Process, Policy, Strategy & Analytics, and Quality Assurance to ensure that TikTok can detect, triage, and, if possible, prevent safety incidents from proliferating on our platform. This role also requires creative solutions, especially with moderation and quality, as well as a deep understanding of abuse trends specific to US cultural norms and sensitivities. Your interest and professional expertise are grounded in extra-curricular and academic interests related to internet policy, user behavior, or platform management. This position will be full-time and based in Los Angeles, CA. Responsibilities - Subject-matter expert of TikTok’s policies, procedures, product features, and internal workflows - Review, analyze and action on content for potential violation of TikTok’s Community Guidelines, including domains such as abuse, harassment, hateful conduct, sensitive media, etc. - Conduct quality assurance to ensure cases are appropriately remediated with support that meet policy standards - Gather metrics of all production (eg. tickets, user growth, vendor capacity, trends) and interpret data to support internal decisions - Analyze existing policy/procedure to identify gaps, inconsistencies or conflicts and take appropriate action to resolve - Provide comprehensive and ongoing trainings designed to inform the moderators about policy, procedures changes, product updates, recent trends, etc. - Partner with internal teams, stakeholders and international partners to support product changes, policy updates and other business needs - Travel internationally to meet global stakeholders

Qualifications

- BA/BS in Business, Information Technology, Information Systems, or similar - 1-2+ years of experience in Trust & Safety operations, support, risk analysis or similar -1+ years of experience driving a project from initiation to completion -Analytical, problem-solving and communication skills, with experience on reporting, analyzing and interpreting data -Adaptable, self-driven and results-oriented, showing a track record of learning new products and improving operational processes in a fast-paced environment -Interpersonal skills, with a collaborative mindset and "no-job-is-too-small" attitude operating in a cross-functional team environment -Collaborative, team player, with experience supporting internal teams, stakeholders and international partners in different time zones -Strong accountability and ownership -Empathy for user safety

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