Customer Support Specialist, Trust & Safety

Responsibilities

Team Overview The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence across the Tik Tok US ecosystem.

Our frontline operational teams serve on the front lines of platform health. Customer Support Specialists represent the deep technical and operational expertise within our frontline queues. They serve as the domain authority, handling complex safety cases while empowering frontline Associates and bridging operational execution with centralized Standards teams.

We are seeking an experienced, analytical, and highly skilled Customer Support Specialists to join our Trust & Safety operations. You will be responsible for handling high-complexity cases within your specialized queue (e.g., UGC Safety, LIVE Appeals, Account Integrity, High-Risk Policy Enforcement) while serving as the go-to technical and domain expert for frontline Associates.

Beyond maintaining top-tier personal resolution metrics, you will play a crucial role in real-time queue support, shadowing and coaching frontline team members, identifying SOP/policy gaps, and assisting Team Leads with quality calibration and incident response.

• Directly investigate and resolve edge cases, high-risk safety escalations, appeals, and complex user inquiries requiring advanced policy judgment and domain expertise.
• Consistently exceed individual target Key Performance Indicators (KPIs), setting the benchmark for the team in Quality Assurance (QA), Customer Satisfaction (CSAT), and Average Handling Time (AHT).

• Serve as the first line of support for frontline Associates during shifts; answer real-time operational questions, clarify ambiguous SOPs, and guide team members on proper escalation paths.
• Partner with Training Specialists to support newly onboarded Associates during nesting phases; conduct case shadowing, provide constructive peer feedback, and share practical troubleshooting techniques.

• Actively spot recurring workflow friction, macro inefficiencies, or outdated knowledge base articles; submit actionable feedback to Workflow/SOP Specialists for continuous refinement.
• Assist Team Leads and QA/SOP Specialists during quality calibration sessions to align on case judgment; help triage real-time product bugs or sudden queue spikes during high-priority incidents.

• 3+ years of experience in Customer Support, User Operations, or Content Moderation, with at least 1+ years as a top-performing specialized Associate or SME in a tech or digital platform environment.
• Exceptional understanding of platform policies, decision trees, complex workflows, and proprietary ticketing tools.
• Demonstrated history of consistently achieving top-tier QA, CSAT, and productivity metrics.
• Strong interpersonal and communication skills with a passion for helping peers solve complex problems and sharing domain knowledge.

• Specialized domain expertise in Trust & Safety, LIVE Streaming moderation, Account Integrity, or High-Risk Appeals.
• Demonstrated ability to remain analytical when handling high-stakes safety escalations
• Experience collaborating with QA, Training, or SOP teams on process improvements and training material validation.

Content that this role interacts with includes images, video, and text related to every-day 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…