Incident Manager, Regulatory Response (Bilingual Swahili) - 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, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us:
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.

About the Team:
Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok 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.

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

Qualifications

Minimum Qualifications:
- Working proficiency in Swahili is crucial for managing T&S regulatory and country risks, particularly due to the growing volume of government escalations IM is receiving in this language from various government agencies particularly from the EMEA region/market. Swahili language skills is essential for effective risk mitigation and timely response to these specific escalations;
- A Bachelor's degree and relevant working experience in the field;
- The ability to excel under pressure, along with strong interpersonal and communication skills for effective engagement with different teams while leading and managing escalations;
- Familiarity with social media challenges and a keen sensitivity to safety, regulatory, or compliance issues;
- Exceptional accuracy and acute attention to detail;
- Strong multitasking ability to manage competing priorities seamlessly across teams;
- Flexibility with global working hours, as well as availability for holiday and weekend shifts.

Preferred Qualifications:
- Quantitative skills, a data-driven mindset, and proficiency in SQL or Excel;
- Prior experience in Trust & Safety, fraud, regulation, or risk management;

Trust & Safety recognizes that keeping our platform safe for 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.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.

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.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2