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LPO Triage Specialist, EMEA

4 months ago

Dublin, Dublin City, Ireland TikTok Full time
About the Team

Our Trust & Safety team is dedicated to ensuring the safety of our online community. We have made significant investments in both human and machine-based moderation to swiftly remove harmful content, often intercepting it before it reaches our general users.

The Legal Policy Operations (LPO) Triage Team serves as the initial point of contact for urgent and specific escalations, directing them to the Emergency Response and Child Safety Teams for further action. This team acts as the primary defense line against high-risk content on TikTok.

As part of this role, you may come across challenging content related to bullying, hate speech, child abuse, and other sensitive topics defined in our community guidelines.


What Will I Be Doing? Triage Responsibilities:
  • Bringing operational excellence to a team handling a high volume of Livestream Escalations and conducting risk assessments in time-sensitive situations.
  • Providing support for escalations involving sensitive topics and materials.
  • Making critical decisions promptly by assessing various factors such as imminent threats, dangers, sensitivities, and graphic content, while collaborating with internal teams to ensure user safety.
  • Handling process and policy inquiries from internal stakeholders.
  • Collaborating with a diverse team to enhance policies and procedures within the Triage unit.
  • Dealing maturely with sensitive subjects like child exploitation, diverse religious and political views, violence, and adult content.
  • Participating in regular training sessions to comply with relevant Standard Operating Procedures (SOPs) and guidelines.
  • Reviewing and evaluating videos, posts, comments, and live content based on defined policies and targets, which may involve explicit, violent, or disturbing material.
  • Investigating and resolving complex content issues within specified timelines and metrics.
  • Adding accurate metadata to content items, identifying and escalating potential risks as needed.
  • Being available to work on weekends on a rotational schedule.

Minimum Qualifications:
  • Proficiency in English and another language for managing cases requiring language skills.
  • 1-2 years of experience in content policy, moderation, or anti-abuse operations.
  • Excellent verbal and written communication skills, capable of adjusting communication styles for different audiences.
  • Familiarity with sensitive content, removal workflows, and escalation management.

Preferred Qualifications:
  • Experience in cross-functional team communication.
  • Ability to work independently and exercise judgment.
  • Proactive approach to adhering to procedures, policies, and objectives.
  • Demonstrated ability to make decisions under pressure and multitask effectively.
  • Objective decision-making and problem-solving skills.
  • Willingness to work weekends and holidays in a rotational capacity.

Our Trust & Safety division acknowledges the challenging nature of keeping the TikTok platform secure, which can be both fulfilling and emotionally taxing. We are transparent about the potential difficulties of this role and are committed to providing comprehensive programs to support the physical and mental well-being of our employees.