Creator Support Specialist - Trust and Safety, Customer Support

TikTok; Los Angeles (CA); On-site; USD 30,000 - 43,000; Full time

Job summary

TikTok is hiring a Creator Support Specialist in Los Angeles to be the frontline for our creator community. You will handle chats, emails, and tickets, providing fast, accurate guidance while navigating multiple systems.

The role requires empathy, confidentiality, and a passion for helping creators feel heard and supported. You’ll work with the Creator Safety & Support Team to resolve issues, stay current on policy changes, and collaborate with partners to improve creator experiences across

Qualifications

• 2+ years in customer support or user-facing service roles with chat or email experience.
• Experience with CRM/CS software and quick learner of new tools.
• Excellent written English, professional and concise writing style.
• Strong multitasking, prioritisation, and problem-solving across systems.
• Empathetic, user-first mindset with clear communication and attention to detail.

Responsibilities

• Deliver fast, accurate, and compassionate support to creators via chat, email, ticket queues, and in-app messages.
• Navigate multiple dashboards, tools, workflows, and SOPs simultaneously.
• Stay up-to-date on policy and product changes to provide real-time accurate guidance.
• Collaborate with internal partners to elevate issues, create solutions, and improve creator experiences.
• Contribute to ongoing projects that strengthen safety, efficiency, and community trust.
• Provide white-glove support to our high-value creators across multiple communication channels.
• Master TikTok’s internal and external systems to diagnose issues quickly.
• Navigate safety-related concerns with clarity, care, and confidentiality.
• Collaborate with cross-functional partners to drive resolutions and elevate support processes.
• Represent TikTok with empathy, patience, and a deep understanding of our creator experience.

Skills

Customer support

Chat support

CRM software

English writing

Multitasking

Tools

Salesforce

Zendesk

Intercom

Avaya

Job description

Creator Support Specialist - Trust and Safety, Customer Support

Location:

Employment Type:

Regular

Job Code:

A216326B

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Responsibilities

About the Creator Safety & Support Team:Creators are the soul of TikTok - and our Creator Safety & Support Team ensures they feel safe, supported, and celebrated every step of the way. We deliver high-touch, personalized support that helps creators navigate the platform confidently and continue doing what they do best: sharing meaningful content with the world.In this role, you’ll work with content of all types, including everyday creator inquiries and potentially sensitive safety-related material. You’ll be part of a team that takes pride in protecting our community while delivering exceptional creator-first service.Role Overview:This is a role for someone who thrives on fast-paced work, loves solving puzzles, and finds joy in helping creators feel heard and supported. As a Creator Support Specialist, you’ll be the frontline experience for TikTok’s creator community. This is a high-energy, multitasking-heavy role where you will toggle between multiple systems, manage live chats, emails, and tickets, and deliver fast, accurate, compassionate solutions.

• Deliver fast, accurate, and compassionate support to creators via chat, email, ticket queues, and in-app messages
• Navigate multiple dashboards, tools, workflows, and SOPs simultaneously
• Stay up-to-date on policy and product changes to provide real-time accurate guidance
• Collaborate with internal partners to elevate issues, create solutions, and improve creator experiences
• Contribute to ongoing projects that strengthen safety, efficiency, and community trust.
• Provide white-glove support to our high-value creators across multiple communication channels
• Master TikTok’s internal and external systems to diagnose issues quickly
• Navigate safety-related concerns with clarity, care, and confidentiality
• Collaborate with cross-functional partners to drive resolutions and elevate support processes
• Represent TikTok with empathy, patience, and a deep understanding of our creator experience

Qualifications

• Minimum Qualifications:- 2+ years experience in customer support or user-facing service role, ideally including chat support or written communication.
• Experience with CRM or CS software (Salesforce, Zendesk, Avaya, Intercom), and you pick up new ones fast.
• Excellent written communication skills in English, with a clear, professional, and concise writing style.
• Experience delivering exceptional customer service through email and chat, with a clear, professional, and empathetic communication style..
• Strong multitasking, prioritisation, problem-solving, and time-management skills across multiple tools and systems.
• User-first mindset with empathy, clear communication, attention to detail, and the ability to navigate complex processes.
• Adaptable and comfortable with ambiguity, with a collaborative, positive, and team-oriented approach.
• Preferred Qualifications:- Familiarity with internet culture, creator behavior, and social trends
• Experience supporting users in a digital or creator-focused environment

Job Information

The hourly rate range for this position in the selected city is $21.92- $30.85.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.

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.

TikTok Accommodation

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request

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