Law Enforcement Emergency Response, Triage Specialist - Trust and Safety - Austin

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.

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.

Triage Responsibilities:
- You will bring operational excellence to a team that handles a large volume of Livestream Escalations on a team that evaluates risk, threats, and user safety in time-critical escalations;
- You will provide support to escalations related to sensitive materials and subject matter;
- Execute instant decision-making while analyzing a variety of factors that include imminent, dangerous, sensitivities, and graphic content and coordinate with a number of internal partners to ensure user's safety;
- You will clearly respond to process and policy questions from internal parties;
- You will be working with a cross-functional team, driving improvements to policies and processes within the Triage team;
- You are willing and able to maturely work with sensitive issues that include child exploitation, a variety of religious and political views, violence, and adult content;
- You will participate in frequent refreshers and new training in order to adhere to relevant SOPs and policies;

Live Risk Assessment and Escalation:
- You will review videos, posts, comments, user profiles, and live-streaming content according to the policies, workflows, and targets, which may include graphic, violent, explicit, political, profane, and otherwise disturbing content;
- You will investigate and resolve complex issues regarding content in accordance with SLAs and metrics;
- You will add accurate metadata/tags to content items, identify and escalate potential risks to relevant teams;

Qualifications

Minimum Qualifications:
- You have 1+ years of experience with content policy and moderation or anti-abuse operations;
- Experience in reviewing or being exposed to sensitive content and a deep understanding of removal workflow calibrations and escalations management;
- Proven ability to analyze information, to assess threats and risks;
- You have experience communicating with cross-functional teams;
- English proficiency is required along with complete fluency (written & verbal) in any second language as the position will have global coverage and you will be working directly with cases from multiple regions;
- Willing to work over weekends and holidays on a rotation basis.

Preferred Qualifications:
- You have the ability to think critically and make quick decisions;
- Proven ability to make important decisions independently and multi-task under pressure, responding quickly to changing situations in complex environments without compromising quality;
- Excellent verbal and written communication skills and ability to adapt communication styles to suit different stakeholders, like cross-functional teams;
- Demonstrate good analytical, troubleshooting, and problem-solving skills;

Trust & Safety recognizes 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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2