At a Glance
- Tasks: Support TikTok LIVE by resolving content-related queries and ensuring top-quality user experiences.
- Company: Join TikTok, the leading platform for short-form mobile video, inspiring creativity worldwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration in a diverse team.
- Other info: Flexible working hours and a chance to engage with a global audience.
- Why this job: Be part of a mission-driven company that values creativity, innovation, and community impact.
- Qualifications: Strong English communication skills and experience in support or content operations are essential.
The predicted salary is between 28800 - 42000 £ per year.
TikTok LIVE - Content Quality Analyst - Operations Support
TikTok LIVE - Content Quality Analyst - Operations Support
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Responsibilities
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.
Qualifications
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.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok\'s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok\'s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We\'re resilient and embrace challenges as they come. By constantly iterating and fostering an \"Always Day 1\" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
Seniority level
Seniority level
Not Applicable
Employment type
Employment type
Full-time
Job function
Job function
Quality AssuranceIndustries
Entertainment Providers
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#J-18808-LjbffrTikTok LIVE - Content Quality Analyst - Operations Support in London employer: TikTok
At TikTok, we pride ourselves on fostering a vibrant and inclusive work culture that champions creativity and innovation. As a Content Quality Analyst in London, you'll be part of a dynamic team dedicated to enhancing user experiences while enjoying comprehensive benefits, professional development opportunities, and a supportive environment that encourages growth and collaboration. Join us in our mission to inspire creativity and bring joy, where every challenge is an opportunity to learn and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land TikTok LIVE - Content Quality Analyst - Operations Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TikTok. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TikTok before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace TikTok LIVE - Content Quality Analyst - Operations Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TikTok:Your cover letter is your chance to shine! Tell us why you want to work at TikTok specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TikTok!
How to prepare for a job interview at TikTok
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
