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TikTok · 1 day ago

Platform Trust & Experience Specialist, Risk Control - USDS

Los Angeles, CA

Full-time

Onsite

New Grad, Entry Level

$30.08/hr - $48.72/hr

TikTok is the leading destination for short-form mobile video, and they are seeking a Platform Trust & Experience Specialist to enhance user experience and manage risk control efforts. The role involves collaborating with cross-functional teams to resolve user inquiries, improve compliance efficiency, and ensure a safe environment for TikTok LIVE users.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

No H1B

Responsibilities

Manage user/creator inquiries through various channels and resolve their issues in an accurate, timely and satisfactory manner

Study, deep-dive and investigate transactional issues affecting top consumers within the region; work with cross-functional teams to design localised solutions and processes, ensure users' transactional needs are timely addressed and resolved with positive outcomes

Provide value-added service. Identify and strategise areas of improvement in customer service and platform experience

Promptly escalate critical/high-risk cases and suspicious data trends, work with internal and cross-functional teams to provide solutions

Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations

Look for opportunities to identify ongoing issues and user pain points, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience

Compile service reports for internal stakeholders and cross-functional teams on a regular basis

Support ad-hoc projects and initiatives per business needs

Qualification

Risk assessmentStakeholder managementProblem-solvingCustomer serviceResearch skillsWriting skillsAdaptabilityCollaboration

Required

Must be available to work a Wednesday through Sunday 1st shift schedule

BA/BS degree required

Relevant experience in risk, compliance, or customer-facing roles within the technology, financial services, e-commerce, or digital payments industry, including experience gained through internships or similar practical training

Excellent research and writing skills, capable of synthesizing complex, confidential information succinctly for diverse audiences, coupled with the ability to work independently and adapt to varied hours for global collaboration

Preferred

Domain expertise in risk assessment and intelligence, with the proven ability to enrich quantitative analysis with qualitative insights to address emerging risks

Proven stakeholder management experience with the ability to understand risk's role across the program and company, influencing critical business decisions

Strong problem-solving skills, with a proactive approach to continually evolving risk programs and personal expertise in line with fast-paced company growth

Experience working in live-streaming or user-generated content platforms, or knowledge of digital fraud investigation, is a plus