Escalation Response Specialist

6 months 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

  • Escalation Response Lead, Usds

    6 months 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...

  • Critical Response Training Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Real Response Full time

    About the RoleWe are seeking a highly skilled Critical Response Training Specialist to join our team. As a key member of our training division, you will be responsible for delivering simulation-based emergency response training courses to various organizations across Australia and potentially abroad.Our ideal candidate has a strong background in...

  • Escalation Response Data Analyst

    6 months 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...

  • Technical Escalation Specialist

    4 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    Job DescriptionAs a Technical Escalation Specialist at Motorola Solutions, you will serve as the primary technical resource for our team, providing guidance and support on complex issues.Key Responsibilities:Collaborate with team members to prioritize and address critical cases.Oversee the escalation process for complex or urgent issues requiring immediate...

  • Clinical Escalation Resolution Specialist

    4 weeks ago

    Sydney, New South Wales, Australia Eucalyptus Full time

    About EucalyptusEucalyptus, a pioneering digital healthcare company founded in Australia, is dedicated to solving global healthcare challenges. Our mission includes addressing fertility issues and improving behavioral change around chronic conditions like weight loss, diabetes, and mental health.We've made significant strides since our inception in 2019,...

  • Escalated Deactivation Specialist

    3 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About The...

  • Technical Escalation Support Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Motorola Solutions Full time

    Job OverviewMotorola Solutions is seeking an experienced Technical Escalation Support Specialist to join our team. This role requires strong technical expertise and exceptional communication skills to provide top-notch support to our customers.Estimated Salary$80,000 - $120,000 per year, based on location and experience.Key Responsibilities Serve as the...

  • High-Stakes Emergency Response Expert

    4 weeks ago

    Sydney, New South Wales, Australia Real Response Full time

    About the RoleWe are seeking a skilled and passionate First Aid Trainer to join our team at Real Response. As a trainer, you will be responsible for delivering simulation-based emergency response training courses to various organizations across Australia and potentially abroad.Our ideal candidate has experience in Paramedicine, emergency nursing, fire EMR,...

  • Escalation Manager

    6 months ago

    Sydney, Australia AC3 Full time

    Exposure to Blue chip & Government Cloud Environments - 4th Best Place to Work in Australia! - Guide engineers of various specialties to resolve complex problems and incidents **Please note - applicants must be living in Sydney, overseas or interstate applicants will not be considered.** **About the company** *** At AC3, our purpose is to make technology...

  • Customer Escalation Specialist

    6 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** The...

  • Patient Experience Specialist

    2 months ago

    Sydney, Australia Eucalyptus Full time

    About Eucalyptus ‍‍Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health.‍Founded in Australia in 2019, we have now helped over 500K...

  • Customer Escalation Specialist

    2 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** The...

  • Customer Escalation Specialist

    5 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** The...

  • Customer Escalation Specialist

    7 months ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About the Team** The...

  • Senior Technical Escalation Specialist

    4 weeks ago

    Sydney, New South Wales, Australia The Drive Group Full time

    The Drive Group is a reputable managed services provider in Sydney, partnering with clients to revolutionize the MSP industry.We are seeking an experienced Level 3 Engineer/Technical Lead to join our growing team.This is an exceptional opportunity to work alongside our level 3 team as the point of contact for all technical escalations. You will be...

  • Escalation Manager, Tableau

    7 months ago

    Sydney, Australia Salesforce Full time

    Job Category Operations Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Incident and Escalation Manager

    3 months ago

    Sydney, Australia Datadog Full time

    The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and...

  • Escalation Manager

    6 months ago

    Sydney, Australia Salesforce Full time

    Job Category Operations Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your...

  • Professional First Aid Training Specialist

    3 weeks ago

    Sydney, New South Wales, Australia Real Response Full time

    Unlock Your Potential as a Professional First Aid Training SpecialistWe are seeking an exceptional individual to join our team as a Professional First Aid Training Specialist. This is a unique opportunity to leverage your expertise in emergency response and training to deliver simulation-based first aid courses for various organizations across Australia and...

  • Operations Associate

    2 months ago

    Sydney, Australia Careers at Eucalyptus Full time

    **About Eucalyptus** ‍ Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world's biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health. Founded in Australia in 2019, we have now helped over 500K...