Critical Situation Team Lead (Overnight) - 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.

This team reviews 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 split shift schedule that may fall between Tuesday-Saturday or Sunday-Thursday.

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
Leadership
- Ability to adjust leadership style according to the situation, meeting the needs of the team
- Ability to lead with empathy, and promote team members feeling valued
- Leading Change Management with your team
- Willingness to perform Content Moderation tasks and duties, including viewing harmful or disturbing content on the platform
- Conducting weekly meetings focused on performance management and behavioral performance
- Performs other related duties and assignments as required and as assigned by supervisor

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 point to help bridge gaps between Policy, Moderation, and Trust & Safety teams in order to improve policy and process
- 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
- Provide real-time summaries for cross functional partners related to ongoing and resolved emergency escalations.
- Partner with cross-functional partners in Legal, PR, and Comms to support external communications that reflect TikTok's response to high priority escalations, while maintaining discretion and attention to detail in complying
- Must be able to deal with high pressure escalations and ambiguity.
- 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.
- Required to action on CORE/other highly sensitive (high profile creator) accounts
- Investigate legal litigation requests (USDS, Global and outside council)

Data-driven decision making
- Utilize data plus internal tools and systems to help Trust & Safety teams analyze trends, identify patterns, and share insights that support process improvements.
- Share data and insights that illuminate policy gaps and grey areas, all with the intention of improving policy to enable clear, scalable enforcement
- Test new tools and analysts' hypotheses and provide precise feedback and recommendations based on data
- Partner with Threat Discovery and Prevention and researchers to validate and assign content sweep reviews.
- Audit agents work for accuracy as well as final reviewer for both the US Safety On Call BOT and sweep

Qualifications

Minimum Qualifications:
- Bachelor's degree and/or a combination of 3 years of experience in one or more of the following: Trust & Safety, Operations, Content Moderation, or prior experience in leadership
- Willingness to perform Content Moderation tasks and duties, including viewing harmful or disturbing content on the platform
- Strategic thinker with analytical and creative problem-solving skills
- Strong written and verbal communication skills
- Ability to lead high performing teams and ensure continued team growth and development

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, such as content moderation or model labeling
- Ability to thrive in fast-paced, ambiguous environments, prioritize work, and make grounded decisions in high-pressure situations
- Highly organized with experience prioritizing multiple functions and tasks while managing their work time efficiently without compromising quality.
- Knowledge of social media challenges and sensitivity to safety, regulatory, or compliance issues
- Flexible with global working hours and weekend availability
- Manage daily team activities and ensure the daily operations run smoothly, including management of work distribution, planning capacity, and handling escalations
- Conduct weekly reviews for management on key deliverables.
- Performs other related duties and assignments as required and as assigned by Operations Manager
- 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.