Trust & Safety Operations Specialist at 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. 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. 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 - 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. - Maintain expert understanding of TikTok’s policies, procedures, app features, and internal documents - Contribute your insight and skills to the US Safety teams to support TikTok’s global community - Responsible to conducting quality assurance to ensure cases are appropriately remediated with support that meet policy standards - Provide daily and weekly metrics of all production - Analyze existing policy/procedure to identify gaps, inconsistencies or conflicts and take appropriate action to resolve - Assist team lead in providing comprehensive and ongoing trainings designed to inform the moderators about policy, procedures changes, recent trends, updates, etc. - Translate meeting discussion notes into an internal communication or a comprehensive policy and/or procedure - Travel internationally to meet global stakeholders - Provide 24/7 support for the internal stakeholders and global team(s).
Qualifications: - Minimum BA/BS - 1 to 2+ years of work experience in Trust & Safety, operational, or risk management roles - Demonstrated systematic thought process regarding policy and thorough operational experience - Background in operational excellence with a proven ability to structure policy and process-oriented milestones - Strong attention to detail -- highly self-driven and results oriented - Proven ability to develop sound research methodologies and collect, synthesize, analyze, and interpret data - Experience working with international partners in different time zones