Incident Response Specialist, Trust and Safety

1 month ago


Singapur, Singapore TikTok Full time

About the Role

The Incident Management team at TikTok is responsible for ensuring the safety of our users on the platform by responding to varying levels of escalations. As an Incident Manager, you will be on the front line reviewing and managing our response to high-priority global content safety-related escalations, ranging from natural disasters to regulatory events.

Key Responsibilities

  • Investigate, manage, and resolve reported incidents across multiple channels for TikTok, including review of graphic, controversial, and sometimes offensive content.
  • Coordinate across various global cross-functional teams, including Public Policy, Legal, Product, and Engineering, to handle and respond to crisis.
  • Analyse incident trends, systems, and data to develop improvements to the overall incident processes and drive improvements across process, policy, and product.
  • Lead cross-functional post-mortems for major incidents and produce actionable insights.
  • Be comfortable, methodical, and calm during high-pressure situations.
  • Be flexible with global working hours and operating on certain weekends.

Minimum Qualifications

  • Bachelor's degree or above.
  • 3+ years of experience in Incident, Risk, or Crisis Management roles.
  • Ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams.
  • Quantitative skills, a data-driven mindset.
  • English proficiency is required, along with complete fluency in Vietnamese, as you will be covering the Vietnamese-speaking markets amongst others.

Preferred Qualifications

  • Previous experience working in a Trust & Safety environment, incident management, or risk management would be advantageous, especially within the APAC markets.
  • SQL skills and experience are a huge plus.


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