Policy Specialist - Trust and Safety-Los Angeles
Apply NowCompany: TikTok
Location: Los Angeles, CA 90011
Description:
Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to drive transformational change.
Responsibilities
- Design user and creator centric policies and workflow guidelines
- Develop, launch and measure Standard Operations Processes (SOPs) that improve user and creator platform experience
- Drive transformational projects and programs focusing on knowledge management and operational improvements
- Monitor trends and stay up to date on key policy updates and relevant regulations and embed these into the SOP and workflow designs to mitigate risk
- Partner with senior cross-functional leaders to build industry-leading customer support capability, identifying most impactful tooling and automation requirements
Qualifications
Minimum qualifications
- Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years experience in customer service and support role
- Direct and proven experience in project/program management, process optimisation and operations management
Preferred qualifications:
- Experience in developing customer-focused policies and solutions in a fast paced tech organization
- Experience in influencing customer support operations with a focus on safety, process and system improvement
- Experience in senior stakeholder management, influencing across all levels and cultures to get the required results
- Experience in managing CSAT and service-level agreements (SLAs), inclusive of quality and handling time
- Experience working within policy and regulatory domain
- Ability to work both independently and as part of complex matrix organisation (eg Product, Engineering, Legal)
- Strong prioritization and ability to deliver within tight deadlines
- Exemplary written and verbal communications skills
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to drive transformational change.
Responsibilities
- Design user and creator centric policies and workflow guidelines
- Develop, launch and measure Standard Operations Processes (SOPs) that improve user and creator platform experience
- Drive transformational projects and programs focusing on knowledge management and operational improvements
- Monitor trends and stay up to date on key policy updates and relevant regulations and embed these into the SOP and workflow designs to mitigate risk
- Partner with senior cross-functional leaders to build industry-leading customer support capability, identifying most impactful tooling and automation requirements
Qualifications
Minimum qualifications
- Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years experience in customer service and support role
- Direct and proven experience in project/program management, process optimisation and operations management
Preferred qualifications:
- Experience in developing customer-focused policies and solutions in a fast paced tech organization
- Experience in influencing customer support operations with a focus on safety, process and system improvement
- Experience in senior stakeholder management, influencing across all levels and cultures to get the required results
- Experience in managing CSAT and service-level agreements (SLAs), inclusive of quality and handling time
- Experience working within policy and regulatory domain
- Ability to work both independently and as part of complex matrix organisation (eg Product, Engineering, Legal)
- Strong prioritization and ability to deliver within tight deadlines
- Exemplary written and verbal communications skills