Customer Support Specialist, Trust & Safety

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 70,000 - 110,000; Full time

Job summary

TikTok USDS Joint Venture LLC seeks experienced Customer Support Specialists to handle high-complexity safety cases within specialized queues, including UGC Safety and Account Integrity. You will be a domain expert for frontline Associates, guiding escalation paths and sharing troubleshooting techniques.

You will contribute to real-time queue support, shadow colleagues, and help calibrate quality across teams, while maintaining strong personal resolution metrics in a dynamic safety environment.

Qualifications

• 3+ years of experience in Customer Support, User Operations, or Content Moderation.
• Exceptional understanding of platform policies, decision trees, and complex workflows.
• Proven track record of achieving QA, CSAT, and productivity metrics.
• Strong interpersonal and communication skills with a passion for helping peers solve complex problems.

Responsibilities

• Investigate and resolve edge cases, high-risk safety escalations, appeals, and complex user inquiries.
• Consistently exceed KPIs in QA, CSAT, and Average Handling Time (AHT).
• Support frontline Associates during shifts; provide real-time guidance and escalation paths.
• Shadow and coach frontline team members; identify SOP gaps and improve training materials.
• Assist QA/SOP Specialists during calibration sessions and triage real-time product bugs or incidents.

Skills

Customer Support

User Operations

Content Moderation

Policy Knowledge

Communication Skills

Job description

Responsibilities

Team Overview The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence across the TikTok US ecosystem.

Our frontline operational teams serve on the frontlines of platform health. Customer Support Specialists represent the deep technical and operational expertise within our frontline queues. They serve as the domain authority, handling complex safety cases while empowering frontline Associates and bridging operational execution with centralized Standards teams.

Position Summary

We are seeking an experienced, analytical, and highly skilled Customer Support Specialists to join our Trust & Safety operations. You will be responsible for handling high-complexity cases within your specialized queue (e.g., UGC Safety, LIVE Appeals, Account Integrity, High-Risk Policy Enforcement) while serving as the go-to technical and domain expert for frontline Associates.

Beyond maintaining top-tier personal resolution metrics, you will play a crucial role in real-time queue support, shadowing and coaching frontline team members, identifying SOP/policy gaps, and assisting Team Leads with quality calibration and incident response.

Key Responsibilities

Complex Case Resolution & Queue Management

• Directly investigate and resolve edge cases, high-risk safety escalations, appeals, and complex user inquiries requiring advanced policy judgment and domain expertise.
• Consistently exceed individual target Key Performance Indicators (KPIs), setting the benchmark for the team in Quality Assurance (QA), Customer Satisfaction (CSAT), and Average Handling Time (AHT).

Frontline Enablement & Real-Time Support

• Serve as the first line of support for frontline Associates during shifts; answer real-time operational questions, clarify ambiguous SOPs, and guide team members on proper escalation paths.
• Partner with Training Specialists to support newly onboarded Associates during nesting phases; conduct case shadowing, provide constructive peer feedback, and share practical troubleshooting techniques.

Process Feedback & Cross-Functional Synergy

• Actively spot recurring workflow friction, macro inefficiencies, or outdated knowledge base articles; submit actionable feedback to Workflow/SOP Specialists for continuous refinement.
• Assist Team Leads and QA/SOP Specialists during quality calibration sessions to align on case judgment; help triage real-time product bugs or sudden queue spikes during high-priority incidents.

Qualifications

Minimum Qualifications

• 3+ years of experience in Customer Support, User Operations, or Content Moderation, with at least 1+ years as a top-performing specialized Associate or SME in a tech or digital platform environment.
• Exceptional understanding of platform policies, decision trees, complex workflows, and proprietary ticketing tools.
• Demonstrated history of consistently achieving top-tier QA, CSAT, and productivity metrics.
• Strong interpersonal and communication skills with a passion for helping peers solve complex problems and sharing domain knowledge.

Preferred Qualifications

• Specialized domain expertise in Trust & Safety, LIVE Streaming moderation, Account Integrity, or High-Risk Appeals.
• Demonstrated ability to remain analytical when handling high-stakes safety escalations
• Experience collaborating with QA, Training, or SOP teams on process improvements and training material validation.

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 USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

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.

USDS Reasonable Accommodation

USDS 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/USDS-RA