Incident Manager - Trust & Safety (Thai Speaking)
Responsibilities
About the team
The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As an Incident Manager based in Singapore, you will be on the front line coordinating our response to major global Trust & Safety pressing regulatory incidents.
- Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries. This could be a time sensitive response to a critical government regulatory report, a safety related matter raised by our Community Partner Channel or a trending challenge that may pose harm to our community of users
- Coordinate across various global cross-functional teams including Public Policy, Legal, Product and Engineering, among others to handle and respond to crisis;
- Analyze incident trends, systems and data to develop improvements to the overall incident processes and drive improvements across process, policy and product;
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- You will be expected to lead cross-functional post-mortems for major incidents and produce actionable insights;
- Be comfortable, methodical and resilient;
- Be flexible with global working hours and operate on certain weekends, on a rotation-basis.
Qualifications
Minimum Qualification(s)
- Bachelor's degree or above;
- 3+ years experience in Trust & Safety Operations or Incident, Risk or Crisis Management roles;
- Ability to work effectively under challenges, strong interpersonal and communication skills to engage with different teams;
- Professional working proficiency (written and oral) in English and Thai to support market specific requests for Thailand amongst others (written and oral communication)
- Good project management skills, with a proven record of driving change from conception to execution
- Knowledge of social media challenges and sensitivity to safety or regulatory issues
Preferred Qualification(s)
- Previous experience working in a Trust & Safety environment, incident management or risk management would be advantageous, especially within the APAC markets;
- Quantitative data analytics/SQL skills, a data driven mindset;
- Strong stakeholder management skills
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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