Customer Support Associate, Trust & Safety

Team Overview

The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence across the TikTok US ecosystem.

Our frontline operational teams (across User Safety Support, Live Safety Support, and specialized queues) serve on the frontlines of platform health. We handle high-volume user inquiries, account integrity issues and policy enforcement appeals — ensuring our community remains secure, supported, and heard.

Position Summary

We are seeking a customer-focused, detail-oriented, and performance-driven Customer Support Associate to join our frontline Trust & Safety Customer Support team. You will be responsible for directly resolving incoming user support tickets and safety inquiries within assigned queues/groups.

You will operate in a dynamic environment, applying established Standard Operating Procedures (SOPs) and safety guidelines to deliver timely, accurate, and high-quality resolutions. This position directly impacts user trust, requiring a strong commitment to individual performance metrics—specifically resolution quality, average handling speed, customer satisfaction, and policy compliance.

• Position Type: Full-Time, Hourly (Non-Exempt)
• Schedule: Shift-Based (May include weekends, holidays, or evening/night shifts depending on operational needs)

Key Responsibilities

Case Resolution & Daily Operations

• Efficiently review, investigate, and resolve user support tickets, safety inquiries, account access issues, and enforcement appeals within assigned queue groups.
• Strictly apply official Standard Operating Procedures (SOPs), decision trees, macros, and platform policies to make precise and unbiased case determinations.
• Deliver professional, clear, and empathetic written responses to TikTok users, upholding high customer service standards.
• Identify complex, ambiguous, or high-risk safety cases that exceed standard SOPs and follow established escalation protocols to route them to Team Leads or Subject Matter Experts (SMEs).

Quality & Efficiency Metric Ownership

• Maintain high personal performance across core operational Key Performance Indicators (KPIs):
• Achieve high compliance and precision scores during routine quality evaluations.
• Deliver exceptional service to maintain target user satisfaction scores (CSAT).
• Meet target Average Handling Time (AHT) and daily ticket throughput requirements without compromising resolution quality.
• Strive to resolve user issues accurately in the first interaction.

Continuous Learning & Collaboration

• Stay up-to-date with frequent product rollouts, SOP updates, macro revisions, and internal tool enhancements.
• Participate in team huddles, coaching 1:1s, calibration sessions, and targeted refresher training provided by Training Specialists and SMEs.

Minimum Qualifications

• 1+ years of experience in Customer Support, Customer Experience, Content Moderation, or User Operations in a tech, e-commerce, or digital platform environment.
• Proven track record of working towards and exceeding operational performance metrics (e.g., CSAT, AHT, QA, Ticket Volume).
• Excellent written English communication skills; ability to convey complex policies in a clear, concise, and user-friendly manner.
• Ability to work flexible hours, including weekends, holidays, and varied shifts across non-standard operational environments.
• Comfortable navigating multiple internal tools, proprietary ticketing platforms, and knowledge base databases simultaneously.

Preferred Qualifications

• Prior experience in Trust & Safety, Content Moderation, Account Integrity, or High-Risk Customer Support.
• Familiarity with social media platforms, creator ecosystems, or live streaming interactive features.
• Demonstrated resilience and critical thinking skills when handling complex or high-volume user issues.