TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, 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 communities we serve.
Join us.
Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.
Some content viewed may violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.
The Incident Management team aims to ensure the safety of our users on the platform by responding to varying levels of escalations. As the Head of Incident Management, APAC, Trust & Safety, you will exercise your familiarity with the market, quick thinking, and stakeholder management skills to resolve crises in a timely and appropriate manner. You will also be growing fellow Incident Managers on the team both in skills and domain expertise.
Responsibilities
What will I be doing?
- Lead a high-performing team of Incident Managers who will be on the front line coordinating the response to major global Trust & Safety incidents;
- You'll lead the APAC escalation roadmap and prioritization;
- You'll investigate reported incidents across multiple internal and regulatory channels for TikTok and respond to global partners inquiries; exhibiting grace when faced with high stakeholder pressure ;
- You'll analyze incident trends, systems, and data to provide recommendations for process, policy, and product improvements;
- You'll tightly coordinate with global cross-functional teams including Public Policy, Legal, Product, and Engineering among others to respond to crises;
- You'll lead post-mortems for major Trust & Safety incidents.
Qualifications
What should I bring with me?
- You have the ability to mentor and manage a team of diverse backgrounds and skillsets;
- You have the ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams;
- You have the ability to translate action steps into a systematic process;
- You are aware of social media challenges and sensitivity to safety or regulatory issues.
Preferred Qualifications:
- You have previous experience working in a Trust & Safety environment or risk management would be advantageous;
- Quantitative skills, data-driven mindset, SQL or Excel skills a plus;
- You're passionate about helping the user community;
- Fluency in a second language.
Trust & Safety recognises that keeping our platform safe for 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.
