Law Enforcement Emergency Response Triage Specialist, Trust & Safety

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.

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.

About the team
As an Emergency Response Triage Specialist, you will play a pivotal role in protecting our global community by tackling sensitive content and assessing risk in livestream escalations.

Responsibilities
Triage responsibilities:
- You will bring operational excellence to a team that handles a large volume of Livestream Escalations and 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
- Availability to work on weekends on a rotational basis

Qualifications

Minimum Qualifications
- You have the ability to think critically and make quick decisions. You demonstrate good analytical, troubleshooting, and problem-solving skills
- Willing to work over weekends and holidays on a rotation basis (mandatory)
- Proven ability to analyze information, to assess threats and risks
- 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

Preferred Qualifications
- You have 1-2 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.
- Fluency in English and having proficiency in a second language would be advantageous (written and verbal communication)

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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