Emergency Response Triage Lead, Americas

3 weeks ago

Austin, United States TikTok Full time

Responsibilities
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.

**About the Team**:
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.

Legal Policy Operations (LPO) in Trust and Safety plays an essential role covering Digital Rights, Law Enforcement Response, Emergency Response, Child safety. The team partners with legal, public policy and other Trust and Safety teams. Protecting user data and our community is at the core of everything we do.

**Responsibilities**:

- You will lead a team of Emergency Triage Specialists assessing extreme risk escalations;
- Review videos, posts, comments, user profiles and live streaming content according to the policies, SOP's, workflows and targets, which may include graphic, violent, explicit, political, profane and otherwise disturbing content;
- Investigate and resolve complex issues regarding content in accordance with policies and procedures;
- Ensuring daily operational effectiveness, set goals for the team and being responsible for their wellness;
- Coach and mentor team members and devise development plans for their professional development;
- Lead and ensure operational excellence on a triage team that evaluates risk, threats, and user privacy in the world centered around time-critical emergency escalations;
- Collaborate with cross-functional internal teams and external partners to inform, influence, support and execute improvements to policies and procedures;
- Willing to operate in a work environment with sensitive content that includes child exploitation, graphic violence, self-injury and suicide, and other content which may be considered offensive or disturbing;
- Participate in 24/7 emergency escalation rotation as well as after-hours and weekend duty;
- Drive operational metrics ensuring robust KPI's are sustained/improved, including quality metrics.

**Qualifications**:
**Minimum Qualifications**:

- 5+ years working experience on Trust and Safety issues or similar related field of work;
- 2+ years experience of leading a diverse team;
- Experience in reviewing or being exposed to sensitive content as a part of removal flows calibrations and escalations management;
- Strong people management skills;
- Experience in managing projects and devising team strategies with excellent decision making and ability to analyze information to assess threat and risk;
- Ability to work successfully in cross-functional teams, including with senior stakeholders and executives;
- Comfortable in a fast-paced, ever-changing, start-up culture and available for domestic and international travel;
- Passion for digital media and the entertainment industry with knowledge of social media challenges and sensitivity to safety or regulatory issues.

**Preferred Qualifications**:

- Quantitative skills, a data driven mindset;
- Any second language working proficiency is considered as a plus as the team has global scope.

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.

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