Early Response Analyst, Trust

2 months ago

Singapur, Singapore TikTok Full time

About the team

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 prioritise, triage and handle a wide variety of content and work with team members from different IM teams to resolve incidents. ResponsibilitiesWhat will I be doing?- Assess multiple external or internal sources and assign prioritization levels, quality check on data field labelling with a quick turnaround time. Sources include government organisations, non-profit organisations, internal teams such as legal, public policy, public relations.- Maintain Composure in High-Pressure Situations: Exhibit comfort, methodical thinking, and calmness during high-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- Be flexible with global working hours and operating on certain weekends

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, and to make quick and accurate judgements on risk levels - Ability to work effectively under high pressure, strong interpersonal and communication skills to engage with different teams- Strong intellectual curiosity about world events, with 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- English proficiency is required along with complete fluency in Mandarin Chinese or Vietnamese as you will be covering tickets that have Mandarin Chinese or Vietnamese leads Preferred Qualifications- Previous experience working in a Trust & Safety environment, incident management; operations management or risk management - Quantitative skills, a data-driven mindset- 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. Trust & Safety recognises that keeping our platform safe for 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 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.

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