Community Operations Specialist

Description:

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

As part of our growing global safety support team, you will spend most of your time interacting with our users. You are responsible for handling user feedback and safety inquiries on short video applications, managing various user issues depending on account assignment, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience. This is an exciting opportunity to join a global operation, a rapidly expanding international team.

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. Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

Responsibilities:
- Make sure we deliver an exceptional TikTok experience to users and help resolve issues that are escalated via different channels including safety inquiries;
- Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users;
- Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform;
- Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring;
- Escalate risky issues to responsible teams in a timely way and follow up the whole process;
- Conduct initial triage and fact identification;
- Availability to work on weekends and public holidays on a rotational basis.

Qualifications

- 3-5 years experience in user support/ escalation role, online operations, analyst or consulting;
- Excellent communication and problem-solving skills with great ability to multi-task, prioritize, and manage time effectively;
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations (preferred);
- Genuinely excited to help users. You are patient, empathetic, and passionately communicative;