Extreme Risk Operations (ERO) Specialist, Trust & Safety

TikTok; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

TikTok is seeking a team member for the Extreme Risk Operations (ERO) team to assess and intervene on livestream extreme risk content, coordinating with Emergency Response and Child Safety teams. You will manage a high volume of escalations, evaluate risk, and act in time-critical situations to keep users safe.

You will review videos, posts, comments, and profiles for adherence to policies, add metadata, collaborate with cross-functional partners, and participate in ongoing training to follow

Qualifications

• Fluency in English (verbal and written).
• At least 1 year of experience or relevant educational background.
• Excellent verbal and written communication skills and ability to adapt communication styles.
• Experience with sensitive content review and escalation management.

Responsibilities

• Operate on livestream escalations, evaluate risk, and ensure user safety in time-critical situations.
• Support escalations related to sensitive materials and subject matter.
• Make instant decisions while considering imminent risks and coordinate with internal partners.
• Respond to process and policy questions from internal teams.
• Work with cross-functional teams to improve ERO policies and processes.
• Be prepared to handle sensitive issues including child exploitation, violence, and related content.
• Participate in regular training to adhere to SOPs and policies.
• Review videos, posts, comments, and profiles according to policies and SLAs.
• Add metadata, identify risks, and escalate to relevant teams.
• Work in a 24/7 team with rotating shifts, including holidays.

Skills

Fluent English

Communication skills

Cross-functional teamwork

Ability to handle sensitive content

Decision making under pressure

Job description

Responsibilities

About the team

The Extreme Risk Operations (ERO) team assesses and acts on livestream extreme risk content, combining fast intervention with continuous detection improvement to reduce serious harm at scale. We are the first point of interruption and transfer for credible, specific and imminent live stream escalations to the Emergency Response Team and Child Safety Teams for assessment, acting as the first line of defense when dealing with extreme risk on TikTok.

Responsibilities

1. ERO responsibilities

   • You will bring operational excellence to a team that handles a large volume of Livestream Escalations and evaluates risk, threats, and user safety in time-critical escalations.
   • You will provide support to escalations related to sensitive materials and subject matter.
   • Execute instant decision-making while analyzing a variety of factors that include imminent, dangerous, sensitivities, and graphic content and coordinate with a number of internal partners to ensure user's safety.
   • You will clearly respond to process and policy questions from internal parties.
   • You will be working with a cross-functional team, driving improvements to policies and processes within the ERO team.
   • You are willing and able to maturely work with sensitive issues that include child exploitation, a variety of religious and political views, violence, and adult content.
   • You will participate in frequent refreshers and new training in order to adhere to relevant SOPs and policies

2. Live Risk Assessment and Escalation:

   • You will review videos, posts, comments, user profiles, and live-streaming content according to the policies, workflows, and targets, which may include graphic, violent, explicit, political, profane, and otherwise disturbing content
   • You will investigate and resolve complex issues regarding content in accordance with SLAs and metrics
   • You will add accurate metadata/tags to content items, identify and elevate potential risks to relevant teams
   • This position is part of a team that provides 24/7 support and requires working scheduled shifts, which may include holidays

Qualifications

Minimum Qualifications

• You must have fluency in English as you will be working with cases that require language skills (verbal and written)
• You have at least 1 year of experience or relevant educational background
• Excellent verbal and written communication skills and ability to adapt communication styles to suit different stakeholders, like cross-functional teams
• Experience in reviewing or being exposed to sensitive content and a deep understanding of removal workflow calibrations and escalations management.

Preferred Qualifications:

• You have experience communicating with cross-functional teams
• You have experience working independently with judgment
• You are proactive towards complying with procedures, policies, and objectives set in place and taking a disciplined approach when undertaking tasks.
• Proven ability to make important decisions independently and multi-task, responding quickly to changing situations in complex environments without compromising quality
• You have the ability to perform duties objectively, devoid of inherent biases or personal beliefs.
• Demonstrate good analytical, troubleshooting, and problem-solving skills
• Willing to work over weekends and holidays on a rotation basis. Willing to start between the hours of 1000 and 1200 daily on a rotational basis - EMEA. (for APAC this will read 0600 and 1000). AMS will be start time between 0900 and 1100. This role is office based and the successful applicant will be required to be in the office 5 days per week.

Trust & Safety

Content that this role 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. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok 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.

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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is 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 bring joy - a mission we work towards every day.

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. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. 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

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.