User Operations Specialist - Trust and Safety

Responsibilities

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

• Respond to user queries in a timely and accurate manner, via internal platform and IM chat
• Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams
• Follow up with users to ensure the reported technical issues are resolved
• Analyse tickets to identify process improvement opportunities
• Assist and support training projects and user feedback projects
• Assisting with daily data analytics work, such as QA sampling, metrics consolidation, dashboard construction, data workflow governance, etc.
• Partner with the Engineering team on product optimizations will be a plus
• This role follows a shift schedule – 7 days with 2 days off in lieu weekly and the shift might be on a ration basis

• Bachelor's degree, with minimum 1 year of work experience
• Technical support or User/Product Operations related experience in the internet industry
• Thorough understanding of mobile-video products
• Flexibility and willingness to support various projects as needed
• Basic experience and knowledge in coding, data construction, and visualization
• Excel formulas, SQL functions (join, CTE, window function), Basic Python (pandas, numpy)
• Flexibility to work early morning and/or late evening and/or weekend shifts as needed due to time zone differences

• 2-3 years in a very similar tech / troubleshooting / support role at a big tech or late-stage startup company
• Quick learner with analytical skills
• Excellent communication and problem-solving skills
• The ability to multi-task and work under pressure
• Self-driven, with a strong sense of ownership
• Ability to meet 5 days in office requirement

Content that this role interacts with includes images, video, and text related to everyday life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

Tik Tok recognises that keeping our platform safe for the Tik Tok 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.

Tik Tok is the leading destination for short‑form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok’s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok’s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people.

We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn…