Rapid Response Analyst

User ops

Rapid Response Analyst - Trust & Safety

Location

:

Singapore

Employment Type

:

Regular

Job Code

:

A248948B

Responsibilities

About the Team

The Rapid Response team quickly and efficiently investigates and contains high-risk community guidelines related incidents and crises that directly impact our community and the company. We protect the TikTok community by rapidly resolving high-risk incidents with the utilization of specialized tools, policies, and tactics. We are responsible for crisis management and incident management. We aim not just to address issues but to identify emerging risks and prevent them from spreading by advocating for proactive solutions. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents. This role will be based in Singapore.

Responsibilities

• Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries; this could be a time sensitive response to a media inquiry, or a trending challenge that may pose harm to our community.
• Lead high-risk trust & safety incidents and drive strong collaboration to respond to crises, working closely with global cross-functional teams including Public Policy, Communications, Legal, Product, and Engineering, and making informed decisions that anticipate risk and long-term impact.
• Translate complex product, policy, and technical issues into clear, actionable insights for both technical and non-technical stakeholders, influencing decisions and therefore mitigating risk across the platform.
• Conduct post-incident reviews to identify root causes and implement improvements across processes, policies, tooling, and product, supporting continuous strategic and operational enhancement.
• Translate complex product, policy, and technical issues into clear, actionable insights for both technical and non-technical stakeholders, influencing decisions and therefore mitigating risk on the platform.
• Be comfortable, methodical, able to work effectively and calmly during high-pressure situations.
• Be flexible with global working hours and operating on certain weekends.

Qualifications

Minimum Qualifications

• Bachelor's degree and 5 years of experience in Incident, Risk, Investigations, Escalations or Crisis Management roles.
• Strong interpersonal and communication skills to engage with different teams.
• Strong investigative skills and able to operate with autonomy.
• Knowledge of social media challenges and sensitivity to safety or regulatory issues.

Preferred Qualifications

• Previous experience working in a Trust & Safety, public protection, law enforcement or risk management.
• Quantitative skills, data-driven mindset, SQL or Excel skills a plus.
• Strong quantitative and data skills, including SQL, Python, or similar scripting languages, with the ability to use data to solve complex problems.
• Hands-on experience designing and launching tools, processes, or systems from scratch.
• Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

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We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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Diversity & Inclusion

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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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Trust & Safety

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.

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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.