Responsibilities
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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.

Team Introduction
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

Content that User Support Associate interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.

The Associate will play a direct role in helping to establish TikTok as our users’ favorite daily experience through processing user requests through email and ticketing systems (In-App requests and Live Chat). They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions. Success will be determined by productivity, quality, and resolution-based metrics.

We're looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate. A high level of familiarity with the TikTok user experience is a plus.

Responsibilities

• Respond efficiently, accurately and with compassion to users who reach out to TikTok for help.
• Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
• Contribute to strategic growth initiatives and special projects as needed.
• Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc.

Who You Are

• User first. You're obsessed with providing a first class experience to TikTok users. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You're naturally patient and your last user support response of the day is always as supportive as your first. You communicate clearly and empathetically, no matter how tense a situation might be.
• Cool and calm. You like moving fast and change energizes you. You're able to quickly adapt to using a new process or tool from day to day.
• Tool proficient. You have experience with backend user support tools (examples: Zendesk, Sprinklr, HubSpot, etc) and can quickly learn how to use new tools.
• Detail oriented. You follow complicated processes better than anyone you know. You're able to quickly spot errors and fix them.
• Team player. You ask for help when you need it. You support your peers when they ask for help. You're the first to raise your hand to try out a new process and provide feedback. You bring a positive attitude, no matter the situation, and are solution oriented.
• English & Italian Language-proficient: You have strong language skills and can write clear, concise, and professional messages with ease. You’re able to respond quickly and accurately, ensuring high-quality communication even in a fast-paced, high-volume environment.
• Multitasker: You thrive in a dynamic environment, easily managing messages across multiple communication channels. You adapt quickly between tasks and excel at organizing your work, maintaining a smooth and efficient workflow.

Qualifications
Minimum Qualifications

• Fluent Italian is required as the role requires communication with Italian markets and in-depth understanding of IT market regional culture. Fluent English is also required as it the working language.
• Minimum 1 year experience in a user support or customer service role
• Experience providing exceptional customer service via email/written channels
• Strong multi-tasking skills (you can juggle requests coming in 3 different places no problem)
• Strong written communication skills
• Proficiency with computers, CRM software, and strong typing skills
• First-class time management and decision-making skills

Preferred Qualifications
Literacy of internet culture and user behavior on social media

TikTok Trust & Safety 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.

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.