Outsourcing User Experience Operations - Trust & Safety Indonesia

Responsibilities

About TikTok

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.

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 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. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

This may occur in the form of 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.

About The Team

Our global safety and support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week.

The Associate will play a direct role in helping to establish TikTok as our users’ favorite daily experience through processing user requests through email and ticketing systems. They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions. Success will be determined by productivity, quality, and resolution-based metrics.

Responsibilities

• Respond to users who reach out for help with efficiency, accuracy, and compassion, representing our brand positively.
• Master and apply various tools and SOPs effectively, staying abreast of policy updates and process changes.
• Contribute to strategic growth initiatives and special projects as required, demonstrating a commitment to the company's objectives and vision.
• Collaborate actively with cross-functional teams to improve user experience. This includes escalating issues, developing solutions, and refining processes to ensure the highest level of service.
• Lead and guide team members, fostering a collaborative and supportive work environment.
• Perform quality analysis, ensuring all operations adhere to set standards and identifying areas for improvement.
• Conduct training sessions for team members to ensure everyone is updated with the latest policies and procedures.
• Utilize data to drive decision-making, providing further visibility into operations and aiding in detailed investigations.
  
  

Qualifications

Minimum Qualifications

• Strong ability to utilize various tools and follow SOPs.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and the ability to make data-driven decisions.
• Tool proficient - You have experience with backend user support tools (examples: Zendesk, Sprinklr, HubSpot, etc) and can quickly learn how to use new tools.
• Detail oriented - You follow complicated processes better than anyone you know. You're able to spot errors and fix them quickly.
  
  

Preferred Qualifications

• Ability to lead and inspire a team.
• Familiarity with the latest industry trends and an ability to adapt to evolving technologies
• User first - You're obsessed with providing a first-class experience to TikTok users. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You're naturally patient and your last user support response of the day is always as supportive as your first. You communicate clearly and empathetically, no matter how tense a situation is.
• You like moving fast and change energizes you. You're able to quickly adapt to using a new process or tool from day to day.
• Team player - You ask for help when you need it. You support your peers when they ask for help. You're the first to raise your hand to try out a new process and provide feedback. You bring a positive attitude, no matter the situation, and are solution-oriented.
  
  

Trust & Safety recognises that keeping our platform safe for TikTok 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.

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.