User Safety & Support Specialist- San Jose- Trust & Safety

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 platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, 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 communities we serve.

Join us.



About the role

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, and a unique chance to be one of the first members of the user operations team.



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