Safety and Support Specialist

About ByteDance Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us. About Trust & Safety Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at ByteDance helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community. It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.This may occur in the form of 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. About the Team As part of our growing Global Safety and Support team, you will spend most of your time interacting with our users. You will be responsible for handling user feedback and safety inquiries on short video applications, managing various user issues depending on account assignment, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience. This is an exciting opportunity to join a global operation, a rapidly expanding international team, and provide a world class support service for our users. Responsibilities - Make sure we deliver an exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries. - Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users. - Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform. - Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring. - Escalate risky issues to responsible teams in a timely way and follow up the whole process. - Conduct initial triage and fact identification.

Minimum Qualifications - Proficiency in English is required, as you’ll be working with our global team. - 3 years of experience in user support/escalation role, online operations, analyst, or consulting. - Background in Data Analysis and the ability to handle repetitive tasks. - Excellent communication and problem-solving skills, with the ability to multitask, prioritize, and manage time effectively. Preferred Qualifications - Completion of a Bachelor’s degree; a related discipline such as Business, Legal, Public Policy, or International Relations is a plus. - Fluency in a second language is preferred. Since the position has global coverage, expertise in additional languages will be considered a plus. - Genuinely excited to help users, with patience, empathy, and a passion for communication. ByteDance Trust & Safety recognises that keeping our platform safe for the ByteDance 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. 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. ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.