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Moderation Service Specialist

6 months ago

Ho Chi Minh City, Vietnam TikTok Full time

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
The Governance and Experience team is a global team responsible for ensuring that our platform provides a safe, welcoming, and enjoyable experience for our Merchants, Creators and our community. We value user satisfaction and work on policies, rules and systems to ensure quality.
We are hiring a Moderation Service Specialist to help with the enhancement of our policies as well as guarding the safety of our content and product listings of the market in Vietnam.

**Responsibilities**:

- First point of escalations, appeals and clarifications on commerce moderation related matters and concerns
- Communicate with parties involved in the appeal process to ensure that they understand the status of their case
- Collect stakeholders' voices, address their issues and concerns and support them to achieve business success via our platform.
- Collect customer voices, address their issues and concerns and support them to achieve business success via our platform.

**Qualifications**:

- Bachelor's degree, education, training or equivalent
- Fluency in Vietnamese is required as the role requires communication with the Vietnamese market and fluency in English is also required as it is the working language
- Excellent interpersonal and communication skills
- Customer service related working experience, strong willingness to support internal and external customers to address their issues and develop their business on our platform
- Strong problem-solving and conflict management skills and demonstrated multi-task capabilities and ambiguity
- Excellent organizational skills and can handle business demands under pressure
- Ability to work in a fast and evolving environment with detail-oriented focus
- Support business in shifts by following the local labor laws.

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.