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Early Response Analyst

1 month 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.

The Early Response Analysts (ERA) team is one of the four sub-pillars of the Incident Management (IM) team. As an Early Response Analyst, you will be the first line of defence for user-generated content escalated to the IM team. You will prioritize, triage and handle a wide variety of content and work with team members from different IM teams to resolve incidents.

**Responsibilities**:

- Assess multiple external or internal sources and assign prioritization levels, quality check on data field labelling with a quick turnaround time. Sources include government organizations, non-profit organizations, internal teams such as legal, public policy, public relations;
- Maintain composure under pressure situations: exhibit comfort, methodical thinking, and calmness during pressure situations, ensuring steadfast assignment of tickets to the right teams;
- Coordinate across different global cross-function teams such as Product Policy, Product, Risk Analysis to handle and respond to escalated content;
- Utilize various platforms and tools to manage escalations and collaborate with downstream teams to mitigate risks;
- Craft comprehensive incident reports and effectively communicate analysis results and escalations to key stakeholders;
- Strong multitasking ability to manage competing priorities seamlessly across teams;
- Exposure to sensitive content is part of the role. Examples are not limited to the following: bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder;
- Be flexible with global working hours and operating on certain weekends.

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

- 1-3 years of working experience, preferably in Trust & Safety space;
- Ability to use different datapoints to corroborate risk levels towards the product and company;
- Ability to make quick and accurate judgements on risk levels;
- Strong intellectual curiosity about world events;
- Problem-solving mindset and attitude, unafraid to identify problems and propose solutions;
- Ability to quickly adapt and respond to change;
- Knowledge of social media challenges and sensitivity to safety or regulatory issues;
- Any second language working proficiency is required as the team has global scope.

**Preferred Qualifications**:

- Previous experience working in a Trust & Safety environment, incident management; operations management or risk management;
- Quantitative skills, a data-driven mindset.

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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