Safety Decisioning Escalation Specialist

TikTok; Kuala Lumpur; On-site; MYR 120,000 - 190,000; Full time

Job summary

TikTok is seeking a Decision Assurance Escalation Specialist to safeguard user interactions across Account, Search, Comments and Messages. You will analyze, investigate and resolve high-severity tickets and complex safety issues, reporting to the Decision Assurance Ops Team Lead.

You will serve as a safety decisioning expert, ensuring platform integrity through rapid problem-solving, strict SLA compliance, and ongoing workflow improvement.

Qualifications

• Fluent English is required as the working language.
• Strong analytical skills with attention to detail.
• Fast learner who thrives in a fast-paced environment.
• Comfortable reporting to or collaborating with a broad range of cross-functional partners.
• Excellent presentation and interpersonal communication skills.

Responsibilities

• Escalation Handling & Incident Resolution: Investigate and resolve high-severity user/creator escalations and critical platform safety issues.
• Execute safety decision-making on complex cases across Video, Account, Live following platform policies.
• Maintain strict turn-around times and SLA compliance for all assigned queues.

Skills

Fluent in English

Strong analytical skills

Fast learner

Cross-functional communication

Presentation skills

Job description

TikTok is seeking a Decision Assurance Escalation Specialist to safeguard user interactions across Account, Search, Comments and Messages. You will analyze, investigate and resolve high-severity tickets and complex safety issues, reporting to the Decision Assurance Ops Team Lead.

You will serve as a safety decisioning expert, ensuring platform integrity through rapid problem-solving, strict SLA compliance, and ongoing workflow improvement.