Customer Support Associate (Trust & Safety)

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

Company

hirify.global is responsible for the safety, security, data privacy, and trust and safety operations of TikTok’s U.S. platform.

What you will do

• Review, investigate, and resolve user support tickets, safety inquiries, account access issues, and enforcement appeals.
• Apply standard operating procedures, decision trees, macros, and platform policies to make accurate and unbiased case determinations.
• Provide clear, professional, and empathetic written responses to TikTok users.
• Escalate complex, ambiguous, or high-risk safety cases to Team Leads or Subject Matter Experts.
• Meet quality, customer satisfaction, average handling time, and ticket throughput targets.
• Participate in team huddles, coaching sessions, calibration meetings, and refresher training.

Requirements

• At least 1 year of experience in Customer Support, Customer Experience, Content Moderation, or User Operations in a technology, e-commerce, or digital platform environment.
• Experience working toward operational metrics such as CSAT, AHT, QA, and ticket volume.
• Excellent written English communication skills and the ability to explain complex policies clearly.
• Availability for flexible, shift-based hours, including weekends, holidays, and evening or night shifts.
• Ability to use multiple internal tools, ticketing platforms, and knowledge bases simultaneously.
• Ability to work fully onsite in Scottsdale.

Nice to have

• Experience in Trust & Safety, Content Moderation, Account Integrity, or high-risk customer support.
• Familiarity with social media platforms, creator ecosystems, or live-streaming features.
• Resilience and critical thinking when handling complex or high-volume user issues.

Culture & Benefits

• The role may involve daily exposure to harmful content, including bullying, hate speech, child safety issues, and depictions of harm.
• Wellbeing programs support employees’ physical and mental health in a psychologically demanding work environment.
• On-site collaboration supports rapid decision-making, team development, and integrated execution.
• Inclusive workplace focused on diverse perspectives, creativity, continuous learning, and operational improvement.