Global Escalation Specialist - Kuala Lumpur

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.
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About
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.
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About the team
As a Global Escalation Specialist, you will play a vital role in ensuring the safety, satisfaction, and overall user experience for TikTok users. You will be responsible for managing and resolving escalated user inquiries and issues across multiple channels, while also collaborating closely with cross-functional teams to optimize product/platform performance.

As part of our Global Escalation Team, the Global Escalation Specialist is working closely with colleagues in APAC, EMEA and LATAM.
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Responsibilities
- Review and investigate content safety escalations and impersonation account reports across multiple channels for TikTok users, respond to these inquiries with high quality, accuracy and speed.
- Remain up-to-date on key workflow changes, operational guidelines, policy updates and Community Standards.
- Address traumatic, sensitive and potentially offensive or controversial content, flag these risky issues including any upcoming/ongoing trends further to dedicated teams timely, and follow up until the issues are fixed.
- Communicate actively with our users and improve the user experience for safety-related issues.
- Analyse the root causes of user escalations to address user pain points and further strengthen user experience and both platform safety and reputation.
- Support internal investigations of our legal team in relation to user escalations and pre litigation cases.
- Manage the processing and resolution of escalations in the regulatory queues.
- Manage the processing and resolution of internal escalations from leadership up to CEO level.
- Contribute to post- mortem/lessons learned cross-functional exercise within T&S for any major events affecting High Risk queues.
- Contribute to continuous improvement to address grey areas with our Standard Operating Procedures (SOP) in coordination with our Policy team.
- Work with cross-functional teams on product/platform optimization projects, test systems and raise bugs or collect ideas that can improve our cases management and team efficiency.
- Demonstrate flexibility by being available to work on weekends and during busy periods such as Bank and Public Holidays to ensure continuous support for users and maintain platform integrity.

Qualifications

Minimum Qualifications
- 5+ years of client management/escalation experience
- Experience working independently and with global cross-function teams such as policy, legal, operations, and product.
- Proficient in English as working language. Knowledge of other languages will be advantageous.
- Excellent communication and problem-solving skills.
- Highly sensitive to the dangerous trend or variety of potential risks, and shows awareness and sensitivity to culturally, and politically, sensitive global topics.
- Passionate and willing to work in the digital media and entertainment industry.
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Preferred Qualifications
- BA/BS degree or higher in a related discipline such as Business, Legal, Computing, Public Policy, or International Relations
- Familiar with office software such as Excel, Word, etc. Data processing experience and other data analysis capabilities

Expectations:
- Cross-Functional Collaboration: The Escalation Specialist is expected to actively partner with cross-functional teams and associates to identify opportunities for product and platform optimizations. They should contribute valuable insights and collaborate effectively to enhance user experience.
- Escalation Management: The Escalation Specialist should demonstrate a thorough understanding of TikTok's operational guidelines, policies, and Community Standards. They are responsible for reviewing and investigating reported escalations across multiple channels for TikTok users, ensuring timely and effective resolution while maintaining a high level of quality, accuracy, and speed in their responses.
- Continuous Learning: It is expected that the Escalation Specialist remains up-to-date on key workflow changes, policy updates, and industry best practices. They should actively seek out opportunities for professional development to stay informed and equipped to address evolving user concerns and challenges.
- User-Centric Approach: The Escalation Specialist should exhibit strong communication skills and empathy when addressing traumatic, sensitive, or potentially offensive content. They should prioritize the well-being and safety of TikTok users, responding to escalated inquiries with care and professionalism.
- Timely Escalation and Follow-Up: The Escalation Specialist is responsible for identifying and escalating risky issues to the appropriate teams promptly. They should ensure thorough follow-up on the entire resolution process, coordinating with relevant stakeholders to drive timely and effective outcomes.
- Proactive Communication: Active and transparent communication with TikTok users is crucial for improving the overall user experience, particularly for safety-related issues. The Escalation Specialist should engage with users proactively, gather feedback, and collaborate with internal teams to implement enhancements that address user concerns and enhance safety measures.
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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.
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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.