Critical Situation Analyst (Overnight Shift) - USDS

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 an overnight schedule that may fall between Tuesday-Saturday or Sunday-Thursday, with shifts ranging from 6:00 PM-2:00 AM or 9:00 PM-5:30 AM local time.

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

Qualifications

Minimum Qualifications
- Bachelor's degree or at least 1 year of experience in Trust & Safety, Operations, Content Moderation, or as a research assistant
- Strategic thinker with analytical and creative problem-solving skills
- Demonstrated experience as a collaborative team player
- Strong communication and writing skills
- Open minded thinking about people, cultures, backgrounds, and threats

Preferred Qualifications
- Experience in online investigations, analysis, escalations, or operations, content policy, project management, or equivalent relevant fields, such as content policy, project management, or equivalent relevant fields.
- Knowledgeable about current events with an interest in staying up to date on current events.
- Ability to thrive in fast-paced, ambiguous environments, prioritize work, and make grounded decisions in high-pressure situations.
- Technical aptitude for learning complex tools or systems required for daily operations
- Experience dealing with complex, no-right-answer problems; demonstrated critical thinking skills and interest in ethics and/or policy.
- Highly organized with experience prioritizing multiple functions and tasks while managing their work time efficiently without compromising quality.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.