User Safety & Support Specialist

About TikTok TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa. TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. About Trust & Safety Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. This role may be exposed to harmful content as part of the core responsibilities. This may include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. About the team As part of our growing Global Safety Support team, you will spend most of your time interacting with our users. You are responsible for handling user feedback and safety inquiries on short video applications, managing various user issues depending on account assignment, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience. Responsibilities Deliver an exceptional TikTok experience to users and help resolve issues that are escalated via different channels including safety inquiries. Respond to escalated user inquiries with high quality, accuracy, and speed, collaborating with different teams as the ultimate escalation point for users. Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform. Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring. Escalate risky issues to responsible teams in a timely manner and follow up on the entire process. Conduct initial triage and fact identification. Qualifications Minimum Qualifications 3-5 years experience in user support/ escalation role, online operations, analyst, or consulting. Excellent communication and problem-solving skills with the ability to multi-task, prioritize, and manage time effectively. Ability to work in a high-tempo environment, adapt, and respond to day-to-day challenges, with resilience and commitment to self-care to manage emotional demands. Preferred Qualifications Bachelor's degree or above in a related discipline such as Business, Legal, Public Policy, or International Relations. Fluency in English (both written and verbal communication). Genuinely excited to help users. You are patient, empathetic, and passionately communicative. Trust & Safety recognizes that keeping our platform safe for TikTok communities is a rewarding yet psychologically demanding job. We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs to support physical and mental wellbeing throughout each employee's journey with us. At TikTok, we celebrate our diverse voices and create an environment that reflects the many communities we reach. #J-18808-Ljbffr