Customer Support Specialist (Trust & Safety)

Location: Scottsdale, United States; fully in-person schedule up to 5 days a week

Company

USDS Joint Venture supports the safety, security, data privacy, and content moderation operations of TikTok’s U.S. ecosystem.

What you will do

• Investigate and resolve complex safety cases, high-risk escalations, appeals, and difficult user inquiries.
• Manage specialized queues such as UGC Safety, LIVE Appeals, Account Integrity, and High-Risk Policy Enforcement.
• Provide real-time operational guidance to frontline Associates and clarify ambiguous procedures and escalation paths.
• Support onboarding through case shadowing, peer feedback, and troubleshooting guidance.
• Identify workflow friction, macro inefficiencies, outdated knowledge articles, and policy or SOP gaps.
• Assist with quality calibration, product-bug triage, queue spikes, and incident response.

Requirements

• 3+ years of experience in Customer Support, User Operations, or Content Moderation.
• At least 1 year as a top-performing specialized Associate or SME in a technology or digital-platform environment.
• Strong knowledge of platform policies, decision trees, complex workflows, and ticketing tools.
• Consistent record of strong QA, CSAT, and productivity results.
• Strong analytical, interpersonal, and communication skills for handling high-stakes safety cases and supporting peers.
• Ability to work on-site in Scottsdale up to 5 days per week.

Nice to have

• Experience in Trust & Safety, LIVE streaming moderation, Account Integrity, or high-risk appeals.
• Experience collaborating with QA, Training, or SOP teams on process improvements and training-material validation.

Culture & Benefits

• Comprehensive evidence-based programs supporting physical and mental wellbeing.
• Work focused on platform safety, data privacy, cybersecurity, and protecting U.S. user data.
• Inclusive workplace with a focus on diverse perspectives and collaboration.
• The role may involve daily exposure to harmful content, including bullying, hate speech, child safety issues, and depictions of harm.