Incident Resolution Specialist

2 weeks ago


Singapore TikTok Full time

About the Role

The Incident Management Team is responsible for ensuring the safety of TikTok users by responding to escalations and taking a proactive approach to investigation-related matters. As an Incident Analyst, you will be part of this team and play a crucial role in ensuring the platform is safe for consumption.

Key Responsibilities

  1. Reconcile escalations by responding to and resolving diverse content safety risks.
  2. Investigate incidents and close the loop with relevant stakeholders.
  3. Improve emergency response mechanisms and monitor reactive speed and quality.
  4. Exercise strong multitasking ability to manage competing priorities across teams.
  5. Master various back-end data systems to ensure safety issues are handled effectively.
  6. Summarize and compile analytical reports on investigation-related matters.
  7. Collaborate with global cross-functional teams to respond to issues and communicate with stakeholders.

Minimum Qualifications

  • Bachelor's degree and minimum of two years of work experience.
  • Ability to work effectively under high pressure with strong interpersonal and communication skills.
  • Aptitude for numbers and quantitative skills with knowledge of social media content and sensitivity to safety issues.
  • Strong attention to detail and a positive attitude.
  • Fluency in English language.

Preferred Qualifications

  • Previous experience working in a Trust & Safety environment or risk management.
  • SQL/Python/Data analytical skills.


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