The LIVE Traffic & Ecosystem team seeks a sharp Content Quality Analyst - Operations Support, covering the EMEA community market to help create a better space for content creators and users. This position is mainly responsible for (not limited to): receiving and resolving operations queries and issues related to Tiktok LIVE content and Ecosystem, communicating with our operations teams, analyzing and providing the best solutions, writing daily reports, following the escalation process, and providing top-quality support experience. Detailed responsibilities include: - Provide full-day support for oncall handling during EMEA hours, excluding time allocated for compulsory meetings and training. - Deliver consistent, accurate, and policy-aligned responses to support inquiries and internal stakeholders. - Manage a high volume of concurrent tickets (~20), ensuring first response times within 5 minutes during peak hours to minimize backlog spillover. - Proactively monitor queues and reduce handovers to other regional shifts by maximizing case handling efficiency. - Have a solid implementation based on provided SOPs and provide feedback on possible gaps of process identified during daily work. - Maintain professional, well-structured communication with stakeholders, especially in sensitive or high-priority cases. - Stay updated on tooling changes, policy updates, and alignment decisions; apply them accurately and independently in responses. - Participate in regular calibrations (at least bi-weekly) with the APAC team to ensure alignment in communication strategy and handling standards. - Set aside time for essential meetings, process/policy trainings, and knowledge-sharing sessions.
Minimum Qualifications: 1. Strong command of English with clear, structured written communication skills. 2. Ability to multitask, manage high-pressure workloads, and maintain response quality across multiple tickets. 3. Demonstrated experience in professional support, moderation, or content operations, preferably with oncall responsibilities. 4. Independent, resourceful, and proactive in keeping up with operational updates and evolving guidelines. 5. High level of attention to detail and professionalism when handling sensitive or complex tickets. 6. Comfortable using multiple internal tools simultaneously and navigating across knowledge systems (e.g., SOPs, canned responses, alignment docs). Preferred Qualifications: 1. Experience contributing to process improvement projects or initiatives that drive efficiency and user satisfaction in operational teams. 2. Familiarity with the nuances of different internal stakeholder groups (e.g., policy teams, regional ops, XFN stakeholders). 3. Fluency in one or more additional EMEA languages to reduce cross-region handovers.
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