Emergency Response Specialist - USDS

Tiktok•San Jose, CA

43d•Hybrid

About The Position

The Emergency Response Team (ERT) is part of the Safety Regulatory Compliance Operations team in the larger Trust and Safety organization. ERT is responsible for addressing emergency internal escalations and to Law Enforcement exigent requests on emergencies via EDR (emergency disclosure request) forms. Our Emergency Response Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that our Emergency Response Team interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. It is possible that this role will be exposed to harmful content on a daily basis. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. This position will entail a Tuesday through Saturday, or Sunday through Thursday work week. It also requires participation in a 24/7 on-call schedule, which will include holiday support.

Requirements

Bachelor's degree and a minimum of 1+ years of relevant experience in investigative or analytical roles, preferably in internet content safety and/or risk management
Experience analyzing information to assess threat and risk and to make effective decisions independently using sound judgement and rationale
Experience making complex decisions independently and multi-tasking, responding quickly to changing situations without compromising quality
Communication skills and experience adapting communication styles to suit different stakeholders, such as cross-functional teams and law enforcement
Experience handling emergencies or similar experience

Nice To Haves

Risk assessment experience or similar experience
Knowledge in legal documents is a plus
Experience dealing with law enforcement
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.

Responsibilities

Demonstrate operational excellence in evaluating risk, threats, and user privacy, particularly in time-critical emergency escalations.
Review and assess high volumes of inbound emergency escalations from law enforcement, government agencies, and internal teams.
Make fast-paced, independent decisions based on analysis of various complex factors, including imminence of danger, sensitivities, and graphic content, while adhering to applicable laws, terms of service, and internal policies.
Coordinate and collaborate with internal and external partners, including law enforcement, to ensure user safety.
Operate in an environment with highly egregious content, graphic violence, self-injury and suicide, and other potentially disturbing material.
Create and articulate responses to inquiries from law enforcement, government agencies, and internal teams regarding emergency response policy and processes.
Master various back-end data systems to ensure effective handling of safety issues and continuously improve the quality of response mechanisms.
Summarize and compile analytical, retrospective, or data-driven investigation reports.
Lead projects aimed at enhancing back-end systems, processes, and response quality.
Collaborate with cross-functional global teams to address emerging risks and align on response strategies.