Safety OnCall Specialist, Trust & Safety

Responsibilities
About the team
The Account, Interaction & Search Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

About the role
The Safety Oncall Specialist serves as the frontline point of contact for high-priority content safety escalations and operational support requests. This role is responsible for triaging incoming tickets, providing timely resolutions, escalating complex issues, and ensuring consistent quality and policy adherence. Working closely with Product, Policy, and Operations teams, the Oncall Specialist plays a key role in maintaining platform safety and delivering an excellent experience to high-value users.

Responsibilities
- Act as the first responder to oncall tickets and real-time content safety escalations
- Triage, investigate, and resolve support requests related to policy violations or content moderation
- Partner with BPO teams to manage complex case, and collaborate with internal teams (e.g., TnS Policy, Product, Engineering) to escalate and resolve complex cases
- Monitor ticket queues and ensure SLAs (Service Level Agreements) are met
- Provide feedback on recurring issues and contribute to continuous process improvement
- Participate in weekly syncs and cross-functional discussions to ensure alignment on operations and policy
- Document case handling procedures and support knowledge base maintenance
- Ensure accurate and consistent application of content moderation guidelines
- Support dynamic training and knowledge transfer for new policies or tools
- Contribute to quality assurance efforts through ticket audits and peer reviews

Qualifications
Minimum Qualifications:
- Familiarity with content safety policies, platform guidelines, or policy enforcement practices
- Experience in content moderation, trust & safety, customer support, or a similar field
- Proficient in English
- Strong communication and problem-solving skills
- Ability to work cross-functionally, understand regional cultural sensitivities, and handle confidential information with integrity
- Ability to work in a fast-paced, real-time support environment
- High attention to detail and ability to make sound judgments

Preferred Qualifications:
- Prior experience in oncall support, escalation management, or real-time operations
- Have customer service soft skills
- Flexibility to work in shifts, weekends, or regional time zones if needed
- Familiar with Oncall related systems such as LightHouse, Octopus, Penalty Center

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. ​
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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. ​
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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 TikTok
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, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.​


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.​
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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.​