Escalation Response Specialist

1 week ago

Sydney, Australia TikTok Full time

Responsibilities
About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

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.

Team Intro
The Risk & Response Team for TikTok USDS handles risk detection, prevention and handling in the United States. The team is dedicated to maintaining a safe and secure online environment for users by actively monitoring and responding to emergent threats, ensuring compliance with legal regulations, and address real-life implications of online content.

As an Escalation Response Specialist, you will be at the forefront of addressing emergency data requests (EDRs), Child Sexual Exploitation and Abuse (CSEA), and other emergency disclosures involving life-and-death situations. Your responsibilities include triaging high-priority escalations, leading investigations, managing critical incidents, and executing strategic containment responses while ensuring compliance with privacy regulations.

You will be instrumental in responding to emergency escalations, promptly detecting and removing content related to various online risks and harms. Your role involves collaborating with internal and external partners, including law enforcement, product, and policy teams to ensure user safety in time-critical situations. You'll also contribute to post-mortem and root cause analyses, enhancing our strategies to mitigate the recurrence of similar incidents.

This position will be full-time and will be based in our Sydney location and will entail a Tuesday through Saturday, or Sunday through Thursday work week. It also requires participation in a 24/7 on-call schedule, which will include holiday support.

**Responsibilities**:

- Triage and contain high-priority escalations for the USDS Trust and Safety organization, proactively identifying and evaluating emerging risks.
- Develop and execute investigative strategies for tackling escalations, driving action items, holding partners accountable, and communicating updates in real-time.
- Investigate and assess instances of Child Sexual Exploitation and Abuse (CSEA).
- Lead and manage high-priority escalations, ensuring compliance with U.S. user privacy regulations and protocols.
- Coordinate with internal and external partners, including law enforcement, to ensure user safety in high-priority escalations.
- Execute instant decision-making while analyzing a variety of factors that include imminence of danger, sensitivities, and graphic content.
- Report findings to senior leadership and stakeholders, initiating post-mortem and root cause analysis as necessary to mitigate the likelihood of recurrence for the same or similar incidents.
- Create and articulate written and/or verbal responses to questions from law enforcement, government agencies, and internal teams regarding Emergency Response policy, process, and escalation management.
- Handle sensitive information in compliance with Terms of Service, applicable laws, and regulations, and internal SOPs while protecting user privacy.
- Draft internal documentation, workflows, and procedures concerning safety, data disclosure, and escalation management.
- Demonstrate operational excellence on a team that evaluates risk, threats, and user privacy in the world centered around time-critical emergency escalations, including reviewing and assessing inbound emergency escalations from Law Enforcement and other teams.

**Qualifications**:

- Bachelor's degree or equivalent experience in a related field and 4 years of relevant experience in law enforcement, trust and safety, investigative, or analytical roles.
- Proven ability in crisis management, strategic response, escalations investigations, or a related field.
- Proven ability to thrive in fast-paced, ambiguous

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