Incident Manager, Regulatory Response (Bilingual Malaysian Malay) - Trust and Safety

Incident Manager, Regulatory Response (Bilingual Malaysian Malay) - Trust and Safety

Responsibilities:

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, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

About the Team:

The Trust & Safety (T&S) team at TikTok ensures that our global online community is safe and empowered to create and enjoy content across all of our applications. We invest heavily in human and machine-based moderation to quickly remove harmful content.

It is possible that this role will be exposed to harmful content as part of the core role. This may include images, video, and text related to bullying, hate speech, child safety, depictions of harm to self and others, and harm to animals.

Key Responsibilities:

1. Investigate, manage, and resolve reported incidents and escalations across various TikTok channels, including the review of graphic, controversial, and potentially offensive content.
2. Craft comprehensive incident reports and effectively communicate analysis results and escalations to key stakeholders.
3. Analyze incident trends, systems, and data to enhance overall escalation processes, offering recommendations for process, policy, and product improvements.
4. Demonstrate composure and grace under high-pressure situations.
5. Collaborate with global cross-functional teams to develop effective solutions.
6. Drive both ad hoc and strategic projects independently or through collaboration.

Qualifications:

Minimum Qualifications:

1. A Bachelor's degree and relevant working experience in the field.
2. Working proficiency in Malaysian Malay.
3. The ability to excel under pressure, along with strong interpersonal and communication skills.
4. Familiarity with social media challenges and sensitivity to safety, regulatory, or compliance issues.
5. Exceptional accuracy and acute attention to detail.
6. Strong multitasking ability to manage competing priorities seamlessly.
7. Flexibility with global working hours, as well as availability for holiday and weekend shifts.

Preferred Qualifications:

1. Quantitative skills, a data-driven mindset, and proficiency in SQL or Excel.
2. Prior experience in Trust & Safety, fraud, regulation, or risk management.

Trust & Safety recognizes that keeping our platform safe is rewarding but can also be psychologically demanding. We are committed to the wellbeing of our employees and promise to provide comprehensive programs to support physical and mental wellbeing.

TikTok is committed to creating an inclusive space where employees are valued for their skills and unique perspectives. We celebrate our diverse voices and create an environment that reflects the communities we reach.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities or other protected reasons. If you need assistance or accommodation, please reach out to us.

Job Information:

The base salary range for this position is $67,555 - $142,222 annually. Compensation may vary depending on qualifications, skills, and experience.

We offer benefits including 100% premium coverage for employee medical insurance, paid personal time off, and support for mental health.

This is a full-time position located in San Jose, California.