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TikTok

Platform User Operations Specialist - USDS

Mountain View, CA

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

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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.
Join us.

About the Team
The USTS TnS Platform User Operations team is based in the United States, providing 24*7 technical support services for users within content safety platforms; the team adheres to the service philosophy of "Friendly, Fast, Fixed-right, First-stop" to help internal mid-platform moderation-related users better learn and use the platforms.

As TikTok has grown, so has the need to separate U.S. user data from global operations. USDS is committed to providing leading data protection and security protocols. Our primary goal is to earn the trust of our users, partners and lawmakers. Our team, Platform User Operations (PUO), is one team underneath Data Trust and Safety (TnS) that works to uphold the platforms that keep TikTok a safe and controlled environment.

Our USDS Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal middle-platform users. This position is mainly responsible for: receiving and resolving user inquiries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and delivering a top-quality user experience.

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.

Responsibilities:
1. Respond to user inquiries in a timely, accurate, and professional manner, via internal platform and IM chat.
2. Identify user needs, and quickly troubleshoot the technical issues by using internal databases, effective workarounds, and solutions provided by the engineering teams.
3. Partner with engineering teams and associates on product optimizations.
4. Update the team dashboard with synced information and useful tips from team discussions.
5. Highlight daily tickets/queries and report platform malfunctions in a timely manner.
7. Follow-up with internal teams and users to ensure that reported technical issues are resolved.
8. Increase team efficiency by analyzing metrics, supporting training projects and implementing solutions via user feedback projects.

Qualifications

Minimum Qualifications:
1. Bachelor's degree, with a minimum of 1+ year of work experience in the internet industry with Technical Support, Product Operations, or User Operations experience required.
2. Deeply passionate about data compliance and the importance of content safety and security.
3. Ability to balance user expectations while understanding policies and compliance boundaries.
4. Self-driven, with strong communication skills and the ability to work with both technical and non-technical users.
5. Flexibility to work early morning and/or late evening shift as needed due to time zone differences.

Preferred Qualifications:
1. Bachelor's degree in Management Information Systems, Business Analytics, Operations Management or 3+ years of relevant experience.
2. Prior experience in the Trust and Safety business specifically in content safety tooling.
3. A thorough understanding of content safety for mobile video-app product.
4. Multilingual will be an added advantage.

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/ktJP6

This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Job Information

[For Pay Transparency] Compensation Description (hourly)

The hourly rate range for this position in the selected city is $31.67- $49.15.

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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Client-provided location(s): Mountain View, CA, USA
Job ID: TikTok-7281768698888030525
Employment Type: Other

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

Hear directly from employees about what it is like to work at TikTok.