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
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $68640 - $135111 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
Trust & Safety
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.
TikTok Accommodation
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 https://tinyurl.com/RA-request
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
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $68640 - $135111 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
Trust & Safety
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.
TikTok Accommodation
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 https://tinyurl.com/RA-request