Business Insight Team Lead, Customer Support
TikTok USDS Joint Venture
18 hours ago
Full-time
On-site
San Jose, California, United States
$147,000 - $270,000 USD yearly
Manager
Responsibilities
Team Overview
The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.
Our Customer Support Standards organization serves as the centralized support and intelligence hub for T&S operations. Within this org, the Business Insight team functions as the platform's central radar and diagnostic engine. By seamlessly integrating Voice of Customer (VoC) analytics with frontline Bug/Technical Issue identification, we translate millions of support interactions, product defects, and user friction points into high-impact operational and technical intelligence—driving rapid issue resolution and long-term product and policy optimization.
Position Summary
We are seeking an experienced, analytical, and technically-minded Business Insight Team Lead to build and lead our expanded Business Insight function. In this strategic role, you will lead a team of VoC Analysts and Bug/Incident Specialists to merge qualitative user feedback with quantitative technical bug identification.
You will bridge the gap between frontline operations, Product, Engineering, and Policy teams. By establishing robust signal tracking, root-cause analysis (RCA), and bug escalation mechanisms, you will ensure that systemic platform issues, product glitches, and policy gaps are identified, prioritized, and resolved with speed and precision.
Key Responsibilities
Team Leadership & Business Insight Strategy
- Lead, mentor, and scale a high-performing, multidisciplinary team of VoC Analysts and Bug/Technical Escalation Specialists. Establish team OKRs, streamline operational handoffs, and foster a culture of data rigor and technical curiosity.
- Architect an integrated analytics framework that unifies user sentiment analysis (VoC) with technical bug detection and incident triage, creating a holistic view of platform health.
- Own and standardize the end-to-end bug categorization taxonomy, ticketing tagging models, and automated signal detection tools across all support queues.
Technical Bug Identification, Incident Triage & RCA
- Oversee the end-to-end pipeline for identifying, validating, and escalating product bugs, system outages, and tooling defects surfaced through customer support channels.
- escalation protocols with Engineering and Product teams to minimize operational impact.
- Drive rigorous RCAs that link frontline ticket spikes to underlying product code releases, policy ambiguity, or operational failures.
Cross-Functional Influence & Closed-Loop Driving
- Synthesize technical bug trends and insights into executive-level intelligence reports (weekly/monthly/ad-hoc) for T&S, Product, and Engineering leadership.
- Partner closely with Product Management, Engineering, Policy, and Workflow/SOP teams to ensure critical bugs and user friction points are prioritized in product roadmaps and bug-fix backlogs.
- Establish closed-loop tracking mechanisms to monitor bug resolution SLAs, engineering fix speeds, and the tangible ROI of insight-driven optimizations (e.g., ticket volume reduction, CSAT recovery).
Qualifications
Minimum Qualifications:
- 5+ years of experience in Customer Insights, Business/Data Analytics, Technical Program Management, Product Operations, or CX Engineering, with 2+ years of direct people management experience.
- Strong proficiency in data manipulation and visualization combined with a solid understanding of product lifecycles, bug tracking systems, and technical issue triage.
- Proven track record of managing technical bug identification workflows, incident escalation pipelines, and cross-functional RCA frameworks.
- Exceptional ability to translate complex technical bugs and unstructured user feedback into concise, impact-driven narratives for Product and Engineering leaders.
Preferred Qualifications:
- Prior experience in Trust & Safety, Content Moderation, Customer Support, or Product Operations in mass-scale tech companies.
- Experience integrating customer feedback analytics with Engineering/Product bug tracking workflows.
- Familiarity with text analytics, NLP clustering tools, and automated anomaly detection systems.
Trust & Safety
Content that this role 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 safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $147000 - $270000 annually.
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.
Team Overview
The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.
Our Customer Support Standards organization serves as the centralized support and intelligence hub for T&S operations. Within this org, the Business Insight team functions as the platform's central radar and diagnostic engine. By seamlessly integrating Voice of Customer (VoC) analytics with frontline Bug/Technical Issue identification, we translate millions of support interactions, product defects, and user friction points into high-impact operational and technical intelligence—driving rapid issue resolution and long-term product and policy optimization.
Position Summary
We are seeking an experienced, analytical, and technically-minded Business Insight Team Lead to build and lead our expanded Business Insight function. In this strategic role, you will lead a team of VoC Analysts and Bug/Incident Specialists to merge qualitative user feedback with quantitative technical bug identification.
You will bridge the gap between frontline operations, Product, Engineering, and Policy teams. By establishing robust signal tracking, root-cause analysis (RCA), and bug escalation mechanisms, you will ensure that systemic platform issues, product glitches, and policy gaps are identified, prioritized, and resolved with speed and precision.
Key Responsibilities
Team Leadership & Business Insight Strategy
- Lead, mentor, and scale a high-performing, multidisciplinary team of VoC Analysts and Bug/Technical Escalation Specialists. Establish team OKRs, streamline operational handoffs, and foster a culture of data rigor and technical curiosity.
- Architect an integrated analytics framework that unifies user sentiment analysis (VoC) with technical bug detection and incident triage, creating a holistic view of platform health.
- Own and standardize the end-to-end bug categorization taxonomy, ticketing tagging models, and automated signal detection tools across all support queues.
Technical Bug Identification, Incident Triage & RCA
- Oversee the end-to-end pipeline for identifying, validating, and escalating product bugs, system outages, and tooling defects surfaced through customer support channels.
- escalation protocols with Engineering and Product teams to minimize operational impact.
- Drive rigorous RCAs that link frontline ticket spikes to underlying product code releases, policy ambiguity, or operational failures.
Cross-Functional Influence & Closed-Loop Driving
- Synthesize technical bug trends and insights into executive-level intelligence reports (weekly/monthly/ad-hoc) for T&S, Product, and Engineering leadership.
- Partner closely with Product Management, Engineering, Policy, and Workflow/SOP teams to ensure critical bugs and user friction points are prioritized in product roadmaps and bug-fix backlogs.
- Establish closed-loop tracking mechanisms to monitor bug resolution SLAs, engineering fix speeds, and the tangible ROI of insight-driven optimizations (e.g., ticket volume reduction, CSAT recovery).
Qualifications
Minimum Qualifications:
- 5+ years of experience in Customer Insights, Business/Data Analytics, Technical Program Management, Product Operations, or CX Engineering, with 2+ years of direct people management experience.
- Strong proficiency in data manipulation and visualization combined with a solid understanding of product lifecycles, bug tracking systems, and technical issue triage.
- Proven track record of managing technical bug identification workflows, incident escalation pipelines, and cross-functional RCA frameworks.
- Exceptional ability to translate complex technical bugs and unstructured user feedback into concise, impact-driven narratives for Product and Engineering leaders.
Preferred Qualifications:
- Prior experience in Trust & Safety, Content Moderation, Customer Support, or Product Operations in mass-scale tech companies.
- Experience integrating customer feedback analytics with Engineering/Product bug tracking workflows.
- Familiarity with text analytics, NLP clustering tools, and automated anomaly detection systems.
Trust & Safety
Content that this role 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 safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $147000 - $270000 annually.
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.