Safety OnCall Team Lead, Trust & Safety

TikTok
Singapore
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Leadership","Communication","Problem-solving","Relationship management","Process improvement"]

Lead a team of Oncall Specialists responsible for timely content safety support across multiple business lines. Oversee escalations through on-call ticket systems, coordinate with cross-functional partners to resolve issues, and ensure critical cases are promptly escalated. Drive 24/7 coverage, standardize SOPs, analyze escalation trends for root causes, and improve workflows, tooling, and knowledge so internal customers can self-serve while meeting global safety standards.

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FursaFursa
TikTok
TikTok
9 hours ago

Safety OnCall Team Lead, Trust & Safety

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead a team of Oncall Specialists responsible for timely content safety support across multiple business lines. Oversee escalations through on-call ticket systems, coordinate with cross-functional partners to resolve issues, and ensure critical cases are promptly escalated. Drive 24/7 coverage, standardize SOPs, analyze escalation trends for root causes, and improve workflows, tooling, and knowledge so internal customers can self-serve while meeting global safety standards.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and manage Oncall Specialists, including onboarding, coaching, and feedback to achieve customer service metrics.
  • •Monitor auto-routing and manage escalated user/creator/seller inquiries through the on-call ticket system with close-loop follow-ups.
  • •Escalate critical or high-risk cases and establish/maintain SOPs and escalation guidelines.
  • •Identify recurring issues and analyze escalation trends to recommend process enhancements; improve internal self-help tools.
  • •Collaborate on 24/7 scheduling coverage, monitor performance against internal SLAs/CSAT, and report KPIs to leadership while partnering on operational initiatives.

Key Requirements

  • •BA/BS degree or equivalent practical experience.
  • •3+ years experience as a people-manager for individual contributors in a service support or content moderation organization.
  • •Proven leadership ability to thrive in ambiguity and in a matrix environment.
  • •Good written and verbal communication skills in English & the target market language.
  • •Experience building and influencing internal stakeholder relationships using data to generate insights and solve complex problems.
Education:Bachelor's
Skills:LeadershipCommunicationProblem-solvingRelationship managementProcess improvement
Languages:English

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn