Critical Safety Escalation Specialist

ByteDance; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

ByteDance is seeking a Decision Assurance Escalation Specialist in Kuala Lumpur to safeguard user interactions across Account, Search, Comments, and Messages. You will analyze, investigate, and resolve high-severity tickets and escalations, acting as a subject matter expert in safety decisioning while ensuring rapid problem-solving and strict SLA compliance.

You will collaborate with quality support, policy, and operations teams to mitigate safety risks and drive continuous workflow improvements

Qualifications

• Fluent in English is also required as it is the working language.
• Strong analytical skills with attention to detail.
• A fast learner who has the ability to embrace a fast-paced working environment.
• Comfortable reporting to, or collaborating with, a broad range of XFN partners.
• Presentation skills, cross-cultural communication and interpersonal skills.

Responsibilities

• Escalation Handling & Incident Resolution across high-severity tickets and safety issues.
• Investigate and resolve escalations and complex safety issues.
• Execute safety decision-making on complex cases across platform areas per policies.

Skills

English fluency

Analytical thinking

Fast learner

Cross-functional collaboration

Presentation skills

Job description

ByteDance is seeking a Decision Assurance Escalation Specialist in Kuala Lumpur to safeguard user interactions across Account, Search, Comments, and Messages. You will analyze, investigate, and resolve high-severity tickets and escalations, acting as a subject matter expert in safety decisioning while ensuring rapid problem-solving and strict SLA compliance.

You will collaborate with quality support, policy, and operations teams to mitigate safety risks and drive continuous workflow improvements