Trust & Safety Case Specialist (Frontline Expert)

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

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.