Customer Support Team Lead - USDS

Responsibilities
About the Team
We are TikTok USDS Customer Support team, dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations.

About the Role
We are looking for a high-impact Team Lead who can also lead as a Line of Business (LOB) owner to join our Creator Safety & Support organization. This is a dual-impact role designed for a operator who is equally comfortable architecting long-term business strategy as they are executing alongside their team in daily workflows. We are looking for a leader who leads by example, staying deeply connected to the operational details while driving high-level organizational goals.

You won't just manage a team; you will own the end-to-end health of a critical creator workflow. You are someone who can get into the weeds of a complex support ticket one moment and zoom out to influence global policy the next. If you are curious, data-driven, and take extreme ownership of outcomes, we want you at TikTok.

Key Responsibilities
- Influential People Leadership: Lead, mentor, and scale a high-performing team of 12+ Specialists. You are responsible for their professional growth, high-stakes coaching, and fostering a culture of trust, resilience and excellence.
- LOB Strategy & Ownership: Serve as the single point of accountability for your specific Line of Business. You will define the North Star metrics, identify operational roadblocks, and proactively pivot strategies to meet evolving creator and business needs.
- Strategic Feedback Loops: Transform raw creator sentiment and CSAT data into a narrative that compels action. You will build and manage the bridge between Support, Product, Engineering, and Trust & Safety.
- Operational Excellence: Beyond monitoring queues, you will architect the frameworks that allow our support operations to scale without losing quality.
- Stakeholder Diplomacy: Navigate a complex cross-functional landscape to ensure our support posture aligns with TikTok’s broader goals for creator experience and satisfaction.
- Data as a Language: Use data-driven insights and structured reporting to "tell the story" of the creator experience and LOB performance, influencing the product roadmap and policy direction.

Qualifications
Minimum Qualifications
- Minimum 5 years in Trust & Safety, User / Customer Ops, or Social Media Support, with at least 3 years of proven experience in a formal leadership role.
- The "Deep Dive" Capability: Proven ability to troubleshoot complex operational bottlenecks and get hands-on with workflows while maintaining a strategic vantage point.
- Analytical Rigor: Proficient in using data visualization tools to drive decision-making and measure LOB health.
- Adaptability: A "we can do hard things" mindset with the ability to thrive in the ambiguity of a fast-paced, high-growth tech environment.
- Communication: Exceptional written and verbal communication skills—able to distill complex concepts and challenges into clear summaries.

Preferred Qualifications
- Education: Bachelor’s degree or equivalent practical experience in a related field.
- BPO management: Proven ability to drive performance across distributed teams while ensuring quality standards and user satisfaction remain consistent at scale.
- Scale: Experience managing high-volume support or feedback channels for a global user base.
- Influence: A track record of successfully influencing Product or Engineering teams to implement features or fixes based on support data.

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.​
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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.​
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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​