Extreme Risk Operations (ERO) Specialist, Trust & Safety

Description

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 escalate 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

Requirements

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.