Job Description

The Rapid Response team quickly and efficiently investigates and contains high-risk community guidelines related incidents and crises that directly impact our community and the company. We protect the TikTok community by rapidly resolving high-risk incidents with the utilization of specialized tools, policies, and tactics. We are responsible for crisis management and incident management. We aim not just to address issues but to identify emerging risks and prevent them from spreading by advocating for proactive solutions. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents. This role will be based in Singapore.
Responsibilities
- Investigate reported incidents across multiple channels for TikTok and coordinate our response to global partners inquiries; this could be a time sensitive response to a media inquiry, or a trending challenge that may pose harm to our community.
- Lead high-risk trust & safety incidents and drive strong collaboration to respond to crises, working closely with global cross-functional teams including Public Policy, Communications, Legal, Product, and Engineering, and making informed decisions that anticipate risk and long-term impact.
- Translate complex product, policy, and technical issues into clear, actionable insights for both technical and non-technical stakeholders, influencing decisions and therefore mitigating risk across the platform.
- Conduct post-incident reviews to identify root causes and implement improvements across processes, policies, tooling, and product, supporting continuous strategic and operational enhancement.
- Translate complex product, policy, and technical issues into clear, actionable insights for both technical and non-technical stakeholders, influencing decisions and therefore mitigating risk on the platform.
- Be comfortable, methodical, able to work effectively and calmly during high-pressure situations.
- Be flexible with global working hours and operating on certain weekends.
Qualifications:
Minimum Qualifications
- Bachelor's degree and 5 years of experience in Incident, Risk, Investigations, Escalations or Crisis Management roles.
- Strong interpersonal and communication skills to engage with different teams.
- Strong investigative skills and able to operate with autonomy.
- Knowledge of social media challenges and sensitivity to safety or regulatory issues.
Preferred Qualifications
- Previous experience working in a Trust & Safety, public protection, law enforcement or risk management.
- Quantitative skills, data-driven mindset, SQL or Excel skills a plus.
- Strong quantitative and data skills, including SQL, Python, or similar scripting languages, with the ability to use data to solve complex problems.
- Hands-on experience designing and launching tools, processes, or systems from scratch.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

Skills Required