Policy Specialist, Customer Support - Trust and Safety

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
• 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, improve product launch readiness and identify most impactful tooling and automation requirements

Qualifications:

Minimum Qualifications:

• Experience in developing customer-focused policies and solutions in a 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
• Experience in managing CSAT and service-level agreements (SLAs), inclusive of quality and handling time
• Experience working within policy and regulatory domain
• Direct experience in project/program management, process optimisation and operations management

Preferred Qualifications:

• Bachelor’s degree in Business, Economics, or related field and/or equivalent practical experience
• 5+ years experience in customer service and support role
• Ability to work both independently and as part of a complex matrix organisation (eg Product, Engineering, Legal)
• Ability to prioritize and deliver within tight deadlines

Job Information:
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.