What are the responsibilities and job description for the Creator & User Excellence Specialist, Global Safety & Support- Los Angeles position at TikTok?
Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.
Team Introduction
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
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.This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
About The Team
As a Creator & User Excellence Specialist, you will be a part of a team that provides operations support and analysis of platform issues for both internal and external stakeholders. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas.
Responsibilities
Support high priority escalations and proactively investigate cases that impact our Creator and User Community across customer support services;
You'll identify opportunities for improvement in our current processes, in particular, working with the operational teams;
You'll collaborate with cross-functional partners (content policy, product management, data analytics, operations, engineering) to identify, assess and resolve related issues in our products and processes;
Self-identify gaps, problems and deep dive into RCA to come up with robust solutions.
You'll influence product and support operations by providing key insights on the issues detected on the platform or in our support services.
Qualifications
Minimum Qualifications
You have experience in operational support in either Customer Service, Trust and Safety, or related areas such as social networking platforms.
You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;
You have the ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;
You have the ability to translate action steps into a systematic process;
You're passionate about helping the user community;
Preferred Qualifications
Quantitative skills, data-driven mindset, SQL or Excel skills a plus;
Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
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 https://shorturl.at/cdpT2
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $83600 - $188522 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.
Team Introduction
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
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.This may occur in the form of images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.
About The Team
As a Creator & User Excellence Specialist, you will be a part of a team that provides operations support and analysis of platform issues for both internal and external stakeholders. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams; to address support issues and gaps in current product and operations processes such as user feedback and safety related areas.
Responsibilities
Support high priority escalations and proactively investigate cases that impact our Creator and User Community across customer support services;
You'll identify opportunities for improvement in our current processes, in particular, working with the operational teams;
You'll collaborate with cross-functional partners (content policy, product management, data analytics, operations, engineering) to identify, assess and resolve related issues in our products and processes;
Self-identify gaps, problems and deep dive into RCA to come up with robust solutions.
You'll influence product and support operations by providing key insights on the issues detected on the platform or in our support services.
Qualifications
Minimum Qualifications
You have experience in operational support in either Customer Service, Trust and Safety, or related areas such as social networking platforms.
You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;
You have the ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders;
You have the ability to translate action steps into a systematic process;
You're passionate about helping the user community;
Preferred Qualifications
Quantitative skills, data-driven mindset, SQL or Excel skills a plus;
Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
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 https://shorturl.at/cdpT2
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $83600 - $188522 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
- Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
- Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
- Exercising sound judgment.
Salary : $83,600 - $188,522
