Trust & Safety Specialist - Complex Case Expert

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

TikTok USDS Joint Venture LLC seeks a skilled Customer Support Specialist to handle high-complexity safety cases within specialized queues (UGC Safety, LIVE Appeals, Account Integrity, High-Risk Policy Enforcement). You’ll be the domain expert for frontline Associates and maintain strong QA/CSAT metrics.

You will support real-time queue operations, shadow teammates, and help calibrate incident responses while identifying SOP gaps for continuous improvement.

Qualifications

• 3+ years of experience in Customer Support, User Operations, or Content Moderation.
• Experience as a SME or specialized Associate in tech or digital platforms.
• Strong understanding of platform policies, decision trees, complex workflows, and ticketing tools.

Responsibilities

• Directly investigate and resolve edge cases, high-risk safety escalations, appeals, and complex user inquiries requiring advanced policy judgment and domain expertise.
• Exceed KPIs in QA, CSAT and Average Handling Time (AHT).
• Serve as first line of support during shifts; guide escalation paths and clarify SOPs.
• Partner with Training Specialists to onboard new Associates via nesting, shadowing and feedback.
• Spot workflow friction, submit actionable feedback, and assist calibration during quality sessions.

Skills

Customer Support

Policy judgment

QA/CSAT/QA

AHT optimization

Real-time queue support

Coaching frontline staff

Tools

Proprietary ticketing tools

Job description

TikTok USDS Joint Venture LLC seeks a skilled Customer Support Specialist to handle high-complexity safety cases within specialized queues (UGC Safety, LIVE Appeals, Account Integrity, High-Risk Policy Enforcement). You’ll be the domain expert for frontline Associates and maintain strong QA/CSAT metrics.

You will support real-time queue operations, shadow teammates, and help calibrate incident responses while identifying SOP gaps for continuous improvement.