Global Safety Support BRIC - Team Lead

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
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.

About the team
TikTok's Global Safety Support Team is expanding with a new Singapore based team. We're building out our team and we're seeking an experienced leader, to be based in our Singapore office, to help us build scalable, sustainable, and efficient operations. As a Team Lead, you will be responsible for providing daily leadership and promoting the development of a new team of specialists in Global Safety Support, overseeing and developing employee performance and process improvement activities. You will play a key role in the scaling and ramping up of this new team. You are ready to roll up your sleeves to understand the work at a detailed level, create and improve processes, maintain records, and coordinate communications across the team.

Responsibilities
- Act as a primary Global Safety Support point of contact for the Global Safety Support Business Risk Integrated Control (BRIC) team. You will be responsible for scaling and creating progress for the new GSS team.
- Manage a team of specialists, ensuring efficient scheduling and resource planning including staff rotation, flagging and managing changes in capacity. You will also act as point of contact and escalation for any staff members' issues and conduct team meetings on a regular basis to update the team on best practices and continuous expectations and improvements.
- Be responsible for the product's overall strategy, by providing suggestions for improving users' experiences, product function and operation strategy, to cross functional (xfn) teams.
- Provide suggestions for improving users' experiences, product function and operation strategy, to XFN teams, thereby contributing to the product's overall strategy.
- Take accountability for team and user operations performance and create action plans to address non-delivery.
- Monitor queues for variable workload.
- Ensure that the Service Level Agreements (SLAs) for timeliness, accuracy and quality are met. Track team metrics and manage operational targets for individual team members.
- Proactive in seeking out and recommending improvements to processes, policies and systems in order to increase productivity, enhance the user operations, and overall efficiency.

Qualifications

Minimum Qualifications
- Bachelor's degree or demonstrable experience in the trust & safety and/or outsourcing industry on content moderation, user support/help desk in a major tech or media company.
- Minimum 5 years of management experience in a Team Lead/Supervisory/Manager role.
- Proven experience in leading/scaling(building teams from 0-1) large multicultural teams and collaborating cross functionally across different departments and teams.
- Proven ability to make important decisions independently and multi-task under pressure, responding quickly to changing situations in complex environments without compromising quality.
- Excellent communication in English (written and spoken).

Preferred Qualifications
- Strongly team-focused with outstanding mentoring and teaching ability and excellent verbal and written communication skills.
- Experience working within a regulatory framework.
- Ability to bring the team together on common objectives.

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.

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.

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