Platform Trust & Experience Specialist, Risk Control

• USDS

2 months ago• Los Angeles, CA
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About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.
Size: 5001-10000 employees

Industry: Entertainment & Gaming, Social Media, Technology

Responsibilities:

About the Team:

The Platform Trust & Experience (PTE) team, operating under Tik Tok LIVE, is the dedicated central hub for all USDS Risk Control and Service efforts. Our overarching vision is to best serve our users by providing a safe and fulfilling user experience that allows them to thrive on LIVE. Our core mission is to be the cornerstone that builds trust, enhances experience, assures safety, and improves efficiency for everyone, users, creators, and agencies alike. We operate as a pivotal global communication hub, strategically focused across three critical areas: Risk, Host Creator, and Paid User, making sure every facet of the LIVE experience is protected.
To fulfill this mission and uphold LIVE's value, the PTE team proactively collaborates with cross-functional teams to ensure strategic organizational alignment and efficiency, improve compliance efficiency, and mitigate various compliance risks that could impact the platform's stability.

Furthermore, we are dedicated to building a positive brand and elevating the user journey, providing pleasant service, and setting up critical policies that safeguard the entire community. Joining the PTE team means taking on a high-impact role essential for the continued success and growth of the Tik Tok LIVE community.

• Roles & Responsibilities
• Manage user/creator inquiries through various channels and resolve their issues in an accurate, timely and satisfactory manner.
• Study, deep-dive and investigate transactional issues affecting top consumers within the region; work with cross-functional teams to design localised solutions and processes, ensure users' transactional needs are timely addressed and resolved with positive outcomes.
• Provide value-added service. Identify and strategise areas of improvement in customer service and platform experience.
• Promptly escalate critical/high-risk cases and suspicious data trends, work with internal and cross-functional teams to provide solutions.
• Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
• Look for opportunities to identify ongoing issues and user pain points, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
• Compile service reports for internal stakeholders and cross-functional teams on a regular basis.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

• Minimum Qualifications
• Must be available to work a Wednesday through Sunday 1st shift schedule.
• BA/BS degree required.
• Relevant experience in risk, compliance, or customer-facing roles within the technology, financial services, e-commerce, or digital payments industry, including experience gained through internships or similar practical training.

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• Excellent research and writing skills, capable of synthesizing complex, confidential information succinctly for diverse audiences, coupled with the ability to work independently and adapt to varied hours for global collaboration.

• Preferred Qualifications

• Domain expertise in risk assessment and intelligence, with the proven ability to enrich quantitative analysis with qualitative insights to address emerging risks.

• Proven stakeholder management experience with the ability to understand risk's role across the program and company, influencing critical business decisions.

• Strong problem-solving skills, with a proactive approach to continually evolving risk programs and personal expertise in line with fast-paced company growth

• Experience working in live-streaming or user-generated content platforms, or knowledge of digital fraud investigation, is a plus.

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship or any immigration-related benefits.

Job InformationFor Pay Transparency Compensation Description (hourly)

The hourly rate range for this position in the selected city is $30.08- $48.72.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Client-provided location(s): Los Angeles, CA

Job ID: Tik Tok-7569782384029518085

Employment Type: OTHER

Posted: 2025-11-10T20:20:23
Apply on company site

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

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