Critical Situation Analyst (Day Shift) - USDS

Team Intro

The Crisis and Emergency Management Operations (CEMO) team began in Nashville in October 2020. This team works on high priority and high visibility trends, challenges and escalations. This team has some of the highest access of moderators as well as needing to be in the know about all of TikTok Moderation policy and QA updates across a large variety of workflows and products.



As a Critical Situation Analyst, you will be on the front lines of USDS Trust and Safety at an office in Scottsdale, AZ or Nashville, TN. You will support our efforts to address objectionable or disturbing content on our platform, which could include images of violence, animal cruelty, hate speech, violent extremism, or content that exploits or endangers children. You will review a large amount of videos and other content types in continuous succession during each shift.



To eliminate any doubt, this role involves reading, viewing, listening to and examining user-generated content to ensure it complies with community guidelines. Content includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.



Our Critical Situation Analysts review content in continuous succession during each shift and it is possible that this role will be exposed to harmful content on a daily basis.



This is a full-time position based in either our Nashville, TN or Scottsdale, AZ office, with a set weekday shift schedule (Monday–Friday) and a regular rotation that includes one weekend day.



Candidates should be comfortable working non-traditional hours in a fast-paced, high-priority environment. The role also requires participation in a 24/7 on-call rotation, including holiday coverage.



In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.



Responsibilities

You will investigate and assist with USDS escalations, and support the Risk and Response team as well as Global Incident Management and Centers of Excellence sites in both Nashville & Scottsdale through Tier 3 content review. This role must have high confidence in content labeling and content review/actioning. Analysts must have availability to work various shifts and days.



Expertise in TikTok Policy

- Interpret and enforce TikTok's Community Guidelines, which help maintain a positive and safe environment for our user community

- Stay current on key workflow changes and policy updates.

- Leverage unique vantage points to help bridge gaps between Policy, Moderation, and Trust & Safety teams in order to improve policy and processes.

- Respond efficiently, accurately and with compassion to users who reach out to TikTok for help.

- You're passionate about providing a first class experience to TikTok users. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You communicate clearly and empathetically, no matter how tense a situation might be.

Investigate & Triage All USDS Escalations

- Review, investigate, and process reported escalations and respond to sensitive partner inquiries with high quality, accuracy, and speed across multiple channels for TikTok (e.g., escalated user issues, business and partner inquiries, regulatory requests, etc.)



Content Review

- Support research content analysis through accurate labeling and annotating content--including written text, spoken language, images, audio, videos, and accounts--in order to create accurate classifiers for increased precision of models and improved recall rates for problematic content.

- Action content at scale based on high confidence reviews and analysis.



Additional Requirements may include but are not limited to:

- Must be able to deal with high pressure escalations, ambiguity and grey areas, and collaborating with subject matter experts to quickly resolve issues as well as working independently.

- Must be able to work with sensitive issues and content that includes but is not limited to child exploitation, graphic violence, self-injury, suicide - all of which would be considered offensive or disturbing.

- Knowledge of social media challenges and sensitivity to safety, regulatory, or compliance issues

- Strong ability to multi-task and manage multiple competing priorities

- Performs other related duties and assignments as required and as assigned by supervisor