Responsibilities
About TikTok:
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
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.
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Join us.
About the team:
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As an Crisis Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents. This role will be based in Dublin.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
Some content viewed may violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
What will I be doing?
- Incident Response: Lead the development and execution of a comprehensive crisis management plan for trust and safety incidents, ensuring a swift and effective response to emerging threats or challenges.
- Maintain Composure in High-Pressure Situations: Exhibit comfort, methodical thinking, and calmness during high-pressure situations, ensuring steadfast and effective crisis management.
- Cross-functional Collaboration: Collaborate with Trust and Safety, Public Policy, Legal, Product, and Engineering teams to coordinate responses to critical incidents and manage communication strategies.
- Content Policy Compliance: Ensure that crisis responses align with the company's content policies and guidelines, working to maintain a safe and positive user experience.
- Risk Assessment: Analyze incident trends and data to identify areas of opportunity, driving improvements to policies, products, and procedures, including incident response
- Post-Incident Analysis: Lead post-incident evaluations to assess the effectiveness of the trust and safety crisis response, identify areas for improvement, and implement changes to enhance future efforts.
- Be flexible with global working hours and operating on certain weekends
Qualifications
What should I bring with me?
- Bachelor's degree and preferably 5+ years experience in Incident, Risk or Crisis Management roles
- Ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams
- Knowledge of social media challenges and sensitivity to safety or regulatory issues
- Quantitative skills, a data driven mindset
- English proficiency is required along with complete fluency in German; review and translation will be required
Preferred Qualifications:
- SQL skills
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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