Policy Specialist, Customer Support - Trust and Safety

Responsibilities

About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to build industry-leading customer support capability, identifying most impactful process, tooling and automation requirements.

Responsibilities:
-Develop product and platform expertise, working closely with Product, Engineering, Operations and Legal teams to diagnose and resolve customer issues
- Develop, launch and measure Standard Operations Processes (SOPs) to improve user and creator platform experience
- Strategically prioritise, optimize and scale customer support processes to enhance efficiency and effectiveness, incorporating data-driven insights and metrics
- Drive projects and programs to reduce manual work through automation and self-service solutions (e.g., chatbots, AI agents, knowledge base)
- Work closely with Compliance to stay aligned with GDPR, PSD2, and other regulatory requirements
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes

Qualifications

Minimum Qualifications
- Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years in Customer Service/Support with a focus on operational excellence and continuous improvement
- 2+ years experience developing customer support policies and solutions in a fast-paced environment
- Proven experience in process design, optimisation and project/program management
- Strong communication & interpersonal skills, with the ability to collaborate effectively across functions and resolve complex issues

Preferred Qualifications
- Experience working within policy compliance and regulatory domain in key global markets
- Strong track record of meeting key operational support metrics (CSAT, SLA)
- Experience leading user education initiatives and managing Help Centers
- Familiarity with AI-driven support tools and chatbots
- Strong prioritization skills and ability to deliver within tight deadlines