Head of Process & Standards, Customer Support

Responsibilities
About the team
As Customer Support Process & Standards Lead, you are part of team leadership, driving the development of scalable SOP solutions to ensure user and creator best in class support and safety experiences and operational excellence in service delivery, while applying your deep product expertise to guide Process decisions. You are passionate about user and creator support, wake up excited to make an impact in millions of people's lives, and switch readily from thinking strategically about Process development and iteration to managing tactical enforcement decisions. Your background and professional expertise are grounded in areas related to internet processes, customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the policy space. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.

Responsibilities
- Build and lead a high-performing Policy/Process and customer support operations team, optimizing SOP development, testing, and implementation to deliver best-in-class safety and support services.
- Partner with front line agents, LOB leads, user/creator feedback, and Product PMs to rigorously test and iterate SOPs, ensuring timely feedback loops and stronger engagement with Product teams.
- Review and align SOPs in sync with labels and macros, in close partnership with Product owners, to ensure consistency, accuracy, and scalability.
- Articulate, interpret, and implement global product policies across business support channels, covering user and creator support and safety experiences.
- Ensure alignment and effectiveness across both in-house and BPO teams, driving improvements with success metrics focused on CSAT and AHT.
- Manage cross-team relationships, collaborating with Product, Operations, Legal, and Public Relations to build consensus and enhance support and safety policies.
- Strengthen team performance through strategy definition, effective leadership, and team-building, addressing challenges such as underperformance and personality conflicts.

Qualifications
Minimum Qualifications
- Proven people management experience, leading multicultural teams with the ability to drive performance, build team cohesion, and address underperformance effectively.
- Solid experience in customer support / operations environments, including hands-on involvement in SOP design, implementation, testing, and iteration.
- Demonstrated ability to manage end-to-end projects, with strong stakeholder management and the ability to deliver multiple complex initiatives in parallel.
- Excellent communication and influencing skills, with the ability to align cross-functional teams and drive outcomes.

Preferred Qualifications
- Prior experience working in tech or platform-based environments (e.g., marketplaces, social platforms, or large-scale digital operations).

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. ​
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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. ​
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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 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.​
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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.​