Head of US Creator Support - USDS

Responsibilities
As the Head of US Creator Support, you will be leading and managing the creator support team, ensuring the delivery of high-quality customer support to our creators. This role is pivotal in ensuring exceptional creator experience by developing and executing a comprehensive customer support strategy. You will focus in particular on our professional creators. The ideal candidate will demonstrate a passion for customer experience, drive operational excellence, and foster a high-performing team culture.

You are passionate about the users and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in leading operations space.

You will lead a team of specialists and team leads for US. Your team will provide specialized assistance tailored to our creators' unique needs, which includes and is not limited to dedicated support to address their specific queries quickly and efficiently, extend support for the launch of our product features, support the SOP and quality improvement programs.

This role may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.

Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.


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.

Responsibilities
- Develop and implement creator support strategies that align with company goals and enhance creator satisfaction
- Monitor and analyze key performance indicators (KPIs) to enhance creator experience by improving support efficiency and effectiveness
- Drive operational and execution rigor for all creator support's workflows and initiatives to deliver best-in class support experience for our creators
- Act as a primary point of contact for escalating creator issues, ensuring resolution and creator satisfaction.
- Manage a team of team leaders and support specialists, ensuring high levels of engagement, performance, and development
- Own and drive Cross functional engagement critical for the success of the Creator support team to manage
- Partner with functional and product teams to establish and iterate on policies, product procedures, training and quality process that promote a customer-centric approach, ensuring compliance with company standards, putting our creators at the center of our goals
- Collaborate with other departments, such as product and engineering, to resolve complex creator issues.
- Stay informed about industry trends and best practices, applying insights to improve creator support delivery.
- Foster a culture of continuous improvement within the creator support team.

Qualifications
Minimum Qualifications
- 5+ years of experience in customer support operations, with experience in a leadership role.
- Strong analytical skills with a data-driven decision-making mindset.
- Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
- Proven track record of driving operational efficiency and improving customer satisfaction metrics.
- Experience in managing large-scale customer support teams and budgets.
- Proficiency in customer support technologies and tools.

Preferred Qualifications
- Knowledge of social media platforms and community management.
- Experience in data analysis and reporting.
- Strong problem-solving abilities and a passion for innovation in customer support.
- 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.

About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.


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.


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