Extreme Risk Operations Specialist - Trust and Safety

Extreme Risk Operations Specialist - Trust and Safety

Location: Austin

Employment Type: Regular

Job Code: A13861A

Responsibilities

The Extreme Risk Operations (ERO) team assesses and acts on livestream extreme risk content, combining fast intervention with continuous detection improvement to reduce serious harm at scale. We are the first point of interruption and transfer for credible, specific and imminent live stream escalations to the Emergency Response Team and Child Safety Teams for assessment, acting as the first line of defense when dealing with extreme risk on TikTok. Responsibilities include:

• Bringing operational excellence to a team that handles a large volume of Livestream Escalations and evaluates risk, threats, and user safety in time-critical escalations.
• Providing support to escalations related to sensitive materials and subject matter.
• Executing instant decision-making while analyzing a variety of factors that include imminent, dangerous, sensitivities, and graphic content and coordinating with a number of internal partners to ensure user's safety.
• Clearly responding to process and policy questions from internal parties.
• Working with a cross-functional team, driving improvements to policies and processes within the ERO team.
• Maturely working with sensitive issues that include child exploitation, a variety of religious and political views, violence, and adult content.
• Participating in frequent refreshers and new training in order to adhere to relevant SOPs and policies.
• Reviewing videos, posts, comments, user profiles, and live-streaming content according to the policies, workflows, and targets, which may include graphic, violent, explicit, political, profane, and otherwise disturbing content.
• Investigating and resolving complex issues regarding content in accordance with SLAs and metrics.
• Adding accurate metadata/tags to content items, identifying and escalating potential risks to relevant teams.
• Working full weekend coverage and public holidays due to the necessity of 24/7 coverage during normal office hours. The working hours will be on a rotational schedule, with shifts starting between 9:00 AM and 11:00 AM and ending between 5:00 PM and 7:00 PM accordingly.

Qualifications

Minimum Qualification(s): At least 1 year of experience and/or relevant educational background. Ability to adapt communication styles to suit different stakeholders, like cross-functional teams. Experience in reviewing or being exposed to sensitive content and a deep understanding of removal workflow calibrations and escalations management.

Preferred Qualification(s): Experience communicating with cross-functional teams. Experience working independently with judgment. Proactive towards complying with procedures, policies, and objectives set in place and taking a disciplined approach when undertaking tasks. Proven ability to make important decisions independently and multi-task, responding quickly to changing situations in complex environments without compromising quality. Ability to perform duties objectively, devoid of inherent biases or personal beliefs. Demonstrate good analytical, troubleshooting, and problem-solving skills.

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 recognizes 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.

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. Our global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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.

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.

TikTok 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