Platform Trust & Experience Specialist, Risk Control - USDS

Responsibilities

About the Team
The Platform Trust & Experience (PTE) team, operating under TikTok LIVE, is the dedicated central hub for all USDS Risk Control and Service efforts. Our overarching vision is to best serve our users by providing a safe and fulfilling user experience that allows them to thrive on LIVE. Our core mission is to be the cornerstone that builds trust, enhances experience, assures safety, and improves efficiency for everyone, users, creators, and agencies alike. We operate as a pivotal global communication hub, strategically focused across three critical areas: Risk, Host Creator, and Paid User, making sure every facet of the LIVE experience is protected.
To fulfill this mission and uphold LIVE's value, the PTE team proactively collaborates with cross-functional teams to ensure strategic organizational alignment and efficiency, improve compliance efficiency, and mitigate various compliance risks that could impact the platform's stability.

Furthermore, we are dedicated to building a positive brand and elevating the user journey, providing pleasant service, and setting up critical policies that safeguard the entire community. Joining the PTE team means taking on a high-impact role essential for the continued success and growth of the TikTok LIVE community.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Roles & Responsibilities
- Manage user/creator inquiries through various channels and resolve their issues in an accurate, timely and satisfactory manner.
- Study, deep-dive and investigate transactional issues affecting top consumers within the region; work with cross-functional teams to design localised solutions and processes, ensure users' transactional needs are timely addressed and resolved with positive outcomes.
- Provide value-added service. Identify and strategise areas of improvement in customer service and platform experience.
- Promptly escalate critical/high-risk cases and suspicious data trends, work with internal and cross-functional teams to provide solutions.
- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
- Look for opportunities to identify ongoing issues and user pain points, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
- Compile service reports for internal stakeholders and cross-functional teams on a regular basis.
- Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications
- Must be available to work a Wednesday through Sunday 1st shift schedule.
- BA/BS degree required.
- Minimum of 2 years of professional experience in a risk, compliance, or customer-facing role within the technology, financial services, e-commerce, or digital payments industry.
- Excellent research and writing skills, capable of synthesizing complex, confidential information succinctly for diverse audiences, coupled with the ability to work independently and adapt to varied hours for global collaboration.

Preferred Qualifications
- Domain expertise in risk assessment and intelligence, with the proven ability to enrich quantitative analysis with qualitative insights to address emerging risks.
- Proven stakeholder management experience with the ability to understand risk's role across the program and company, influencing critical business decisions.
- Strong problem-solving skills, with a proactive approach to continually evolving risk programs and personal expertise in line with fast-paced company growth
- Experience working in live-streaming or user-generated content platforms, or knowledge of digital fraud investigation, is a plus.

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship or any immigration-related benefits

Job Information

[For Pay Transparency] Compensation Description (hourly)

The hourly rate range for this position in the selected city is $30.08- $48.72.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates: