Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission.
About the Role
As the Creator Quality Operations Lead, you will lead a team of Quality Assurance Specialists, handling day-to-day management, escalations, feedback and performance, driving quality assurance and improvement initiatives for our Customer Support organization. Our QA teams audit and review Customer Support in-house and BPO teams, handling appeals, audits, feedback, and providing support on ad hoc policy/SOP questions. You will work closely with key stakeholders across the organization to build and refine processes that ensure the highest standards of service delivery for our customers.
Key Responsibilities:
- You will lead and manage a team of Quality Assurance Specialists, providing support, duty of care and instill a performance culture;
- You will collaborate with cross-functional partners (Operations, Policy & Process, Quality Programs, Training, Product & Platform Management, Reporting etc.) to identify, assess and resolve customer support-related issues in our products and services, promoting best in class support experiences for the Creator Community;
- You are responsible for providing feedback and analysis on Policy/SOP updates to identify areas of improvement and potential gaps.
- Support the training team in designing programs, while surfacing areas for optimising performance support tools, to ensure all customer support staff are well-equipped with the knowledge, skills, and processes needed to meet quality standards.
- Leverage data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), first contact resolution (FCR), resolution time and developing metrics, while using these insights to drive continuous improvement. Deliver actionable insights through detailed analysis and reporting to inform decision-making at all levels.
- Act as the voice of the customer by collecting, analyzing, and applying customer feedback to enhance service quality and overall support experience. Work with cross functional partners to identify and address recurring issues affecting customers.
Qualifications
Minimum Qualifications:
- Bachelor’s degree in Business, Operations, or a related field, or equivalent experience.
- 5+ years of experience in customer support or quality management, with at least 3 years in a leadership role.
- Extensive experience in delivering quality programs, including performance measurement, process optimization, and continuous improvement initiatives.
- Experience in compliance requirements with internal and external quality standards, regulatory requirements, and best practices within the customer support function.
- Experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
- Strong analytical and problem-solving skills, with the ability to derive insights from data to drive actionable decisions.
- Strong communication, presentation, and interpersonal skills, with the ability to influence and engage with both senior leaders and cross-functional teams.
- Proven track record of driving operational excellence and customer satisfaction improvements in a fast-paced, technology-driven environment.
Preferred Qualifications:
- Master’s degree in Business, Operations, or a related field.
- Experience in BPO / call center / customer service environment;
- Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and analytics tools (e.g., Tableau, Power BI).
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.
Trust & Safety
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.