Customer Support Associate, 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 TikTok US ecosystem. Our frontline operational teams (across User Safety Support, Live Safety Support, and specialized queues) serve on the frontlines of platform health. We handle high-volume user inquiries, account integrity issues and policy enforcement appeals — ensuring our community remains secure, supported, and heard. Position Summary We are seeking a customer-focused, detail-oriented, and performance-driven Customer Support Associate to join our frontline Trust & Safety Customer Support team. You will be responsible for directly resolving incoming user support tickets and safety inquiries within assigned queues/groups. You will operate in a dynamic environment, applying established Standard Operating Procedures (SOPs) and safety guidelines to deliver timely, accurate, and high-quality resolutions. This position directly impacts user trust, requiring a strong commitment to individual performance metrics—specifically resolution quality, average handling speed, customer satisfaction, and policy compliance. Position Type: Full-Time, Hourly (Non-Exempt) Schedule: Shift-Based (May include weekends, holidays, or evening/night shifts depending on operational needs) Key Responsibilities Case Resolution & Daily Operations Efficiently review, investigate, and resolve user support tickets, safety inquiries, account access issues, and enforcement appeals within assigned queue groups. Strictly apply official Standard Operating Procedures (SOPs), decision trees, macros, and platform policies to make precise and unbiased case determinations. Deliver professional, clear, and empathetic written responses to TikTok users, upholding high customer service standards. Identify complex, ambiguous, or high-risk safety cases that exceed standard SOPs and follow established escalation protocols to route them to Team Leads or Subject Matter Experts (SMEs). Quality & Efficiency Metric Ownership Maintain high personal performance across core operational Key Performance Indicators (KPIs): Achieve high compliance and precision scores during routine quality evaluations. Deliver exceptional service to maintain target user satisfaction scores (CSAT). Meet target Average Handling Time (AHT) and daily ticket throughput requirements without compromising resolution quality. Strive to resolve user issues accurately in the first interaction. Continuous Learning & Collaboration Stay up-to-date with frequent product rollouts, SOP updates, macro revisions, and internal tool enhancements. Participate in team huddles, coaching 1:1s, calibration sessions, and targeted refresher training provided by Training Specialists and SMEs. Qualifications Minimum Qualifications: 1+ years of experience in Customer Support, Customer Experience, Content Moderation, or User Operations in a tech, e-commerce, or digital platform environment. Proven track record of working towards and exceeding operational performance metrics (e.g., CSAT, AHT, QA, Ticket Volume). Excellent written English communication skills; ability to convey complex policies in a clear, concise, and user-friendly manner. Ability to work flexible hours, including weekends, holidays, and varied shifts across non-standard operational environments. Comfortable navigating multiple internal tools, proprietary ticketing platforms, and knowledge base databases simultaneously. Preferred Qualifications: Prior experience in Trust & Safety, Content Moderation, Account Integrity, or High-Risk Customer Support. Familiarity with social media platforms, creator ecosystems, or live streaming interactive features. Demonstrated resilience and critical thinking skills when handling complex or high-volume user issues. Trust & Safety 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 harmful content on a daily basis. TikTok 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. About USDS TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale. On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week. Why Join Us Inspiring creativity is at the core of TikTok'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 and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion 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. USDS Reasonable Accommodation USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at #J-18808-Ljbffr TikTok USDS Joint Venture