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 products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, 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 users we serve. Join us.
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Team Introduction
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.
Content that Safety & Support Specialist 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.
The Creator Safety & Support Team at TikTok is at the heart of our commitment to empowering creators globally. Our mission is to ensure that every creator feels safe, supported, and valued throughout their TikTok journey. By providing a seamless and personalized support experience, we enable creators to focus on what they do best-creating content that resonates with audiences worldwide. We understand that our creators are at the heart of the TikTok community, and we are committed to supporting their safety and success in every interaction.
As a Safety and Support Specialist, you will play a key role in delivering outstanding white-glove service to TikTok creators. You will manage a range of creator inquiries and issues, offering personalized support, guiding creator through platform features, and ensuring a smooth, top-tier experience. Representing the voice of TikTok, you will handle creator inquiries across various channels, including email, ticketing systems, in-app messages, and live chat, with a strong emphasis on efficient, first-touch issue resolution.
In this dynamic role, you will not only address general support queries but also take the lead in handling safety-related concerns, ensuring that creators can engage with TikTok confidently and securely. You will collaborate with cross-functional teams to address complex challenges, gather essential information, and engage with creator partners to deliver precise and effective solutions. By leveraging proprietary tools and following standard operating procedures (SOPs), you will deliver consistent, thoughtful solutions and uphold TikTok's highest standards of service. You will be at the forefront of shaping the creator experience, working within a team that is dedicated to offering top-tier service and maintaining a safe, engaging, and supportive environment for creators everywhere. Success will be determined by productivity, quality, and resolution-based metrics.
Responsibilities
- Respond efficiently, accurately and with compassion to users who reach out to TikTok for help.
- Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
- Contribute to strategic growth initiatives and special projects as needed.
- Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc.
Qualifications
Minimum Qualifications
- Fluent Turkish is required as the role requires communication with Turkish markets and in-depth understanding of TR market regional culture. Fluent English is also required as it the working language.
- Minimum 1 year experience in a user support or customer service role
- Experience providing exceptional customer service via email/written channels
- Strong multi-tasking skills (you can juggle requests coming in 3 different places no problem)
- Strong written communication skills
- Proficiency with computers, CRM software, and strong typing skills
- First-class time management and decision-making skills
Preferred Qualifications
- Literacy of internet culture and user behavior on social media
TikTok Trust & Safety recognises that keeping our platform safe for the 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.