Decision Assurance 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

Responsibilities

About the Role

As a Decision Assurance Escalation Specialist, you will play a critical hands-on role in safeguarding user interactions across Account, Search, Comments, and Messages. Reporting directly to the Decision Assurance Ops Team Lead, you are responsible for analyzing, investigating, and resolving high-severity tickets, user/creator escalations, and complex operational safety issues. You will serve as a subject matter expert in safety decisioning, ensuring platform integrity through rapid problem-solving, strict SLA compliance, and continuous workflow improvement.

Key Responsibilities

• Escalation Handling & Incident Resolution
• Investigate and resolve high-severity user/creator escalations, critical platform safety issues, and operational edge cases.
• Execute safety decision-making on complex cases across Video, Account, Live in accordance with platform policies.

Operational SLA & Case Execution

• Maintain precise turn-around times and hit strict response/resolution SLAs for all assigned ticket queues.
• Apply consistent quality standards to safeguard platform interactions while adapting quickly to evolving safety trends.

Cross-Functional Collaboration & Communication

• Work closely with quality support, policy, operations to mitigate safety risks.

Qualifications

Minimum Qualification(s)

• 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.

Preferred Qualification(s)

• Experience in Content Moderation/Content Quality/Content Safety/Labeling/Annotation will be an added advantage.
• Demonstrate a broad understanding of our business needs, strategic thinking skills and ability to make good decisions in complex situations.
• Familiar with the business logic of moderation/ Audit and working mode of the upstream and downstream teams.

About Us

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and produce content.

Why Join ByteDance

Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day. As ByteDancers, 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. 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.

Diversity & Inclusion

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.