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Description
Responsibilities
The LIVE Traffic & Ecosystem team seeks a sharp Content Quality Analyst - Operations Support, covering the EMEA community market to help create a better space for content creators and users. This position is mainly responsible for (not limited to): receiving and resolving operations queries and issues related to Tiktok LIVE content and Ecosystem, communicating with our operations teams, analyzing and providing the best solutions, writing daily reports, following the escalation process, and providing top-quality support experience.
Detailed responsibilities include:
- Provide full-day support for oncall handling during EMEA hours, excluding time allocated for compulsory meetings and training.
- Deliver consistent, accurate, and policy-aligned responses to support inquiries and internal stakeholders.
- Manage a high volume of concurrent tickets (~20), ensuring first response times within 5 minutes during peak hours to minimize backlog spillover.
- Proactively monitor queues and reduce handovers to other regional shifts by maximizing case handling efficiency.
- Have a solid implementation based on provided SOPs and provide feedback on possible gaps of process identified during daily work.
- Maintain professional, well-structured communication with stakeholders, especially in sensitive or high-priority cases.
- Stay updated on tooling changes, policy updates, and alignment decisions; apply them accurately and independently in responses.
- Participate in regular calibrations (at least bi-weekly) with the APAC team to ensure alignment in communication strategy and handling standards.
- Set aside time for essential meetings, process/policy trainings, and knowledge-sharing sessions.
Qualifications
Minimum Qualifications:
1. Strong command of English with clear, structured written communication skills.
2. Ability to multitask, manage high-pressure workloads, and maintain response quality across multiple tickets.
3. Demonstrated experience in professional support, moderation, or content operations, preferably with oncall responsibilities.
4. Independent, resourceful, and proactive in keeping up with operational updates and evolving guidelines.
5. High level of attention to detail and professionalism when handling sensitive or complex tickets.
6. Comfortable using multiple internal tools simultaneously and navigating across knowledge systems (e.g., SOPs, canned responses, alignment docs).
Preferred Qualifications:
1. Experience contributing to process improvement projects or initiatives that drive efficiency and user satisfaction in operational teams.
2. Familiarity with the nuances of different internal stakeholder groups (e.g., policy teams, regional ops, XFN stakeholders).
3. Fluency in one or more additional EMEA languages to reduce cross-region handovers.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
