User Support Lead - USDS

Responsibilities
About the Team
Our User Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We're looking for a self-motivated people leader to join our Scottsdale, AZ office.

Reporting to the User Support Manager, the User Support Operations (USO) Lead will guide a team of 12-15 Associates in delivering best-in-class user experience. This role is for a passionate and people-focused leader who thrives in a fast-paced, ambiguous environment and is motivated to drive impactful change and continuous operational improvement.

This role performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this team 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 abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

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
- Own the success of your team (12-15 people): Deliver against productivity and CSAT metrics, while practicing hands-on leadership by working through escalated and sensitive cases from your team.
- Drive operational excellence: Identify and execute strategic projects and initiatives to enhance team efficiency through automation, quality of work, and overall user experience, even with limited information.
- Develop your team: Evaluate team member performance on an ongoing basis, provide real-time feedback, and create and lead regular coaching sessions to consistently improve performance and professional growth.
- Collaborate for impact: Work collaboratively with cross-functional (XFN) partners and external vendors to ensure a safe, consistent, and ever-improving experience for our users.
- Stay current on policy: Stay up-to-date on the latest user support policies and educate your team consistently so that you're always offering the most comprehensive support possible.
- Analyze and act on data: Gather, analyze, and present data to understand and improve upon the team's efficiency and impact of work, identify trends, and iterate on processes and/or escalate product feedback.

Qualifications
Minimum Qualifications
- Bachelor's degree or equivalent work experience.
- 5+ years of experience in a user-focused customer service function with 2+ years of people management.
- Expert use of CRM software, Google Sheets/Excel.
- Strong analytical skills, attention to detail, highly self-driven, and results-oriented.
- Experience working with international partners in different time zones.

Preferred Qualifications
- Experience building a customer experience team from the ground up.
- Experience working with Business Process Outsourcing (BPO) partners.
- Familiarity with Trust and Safety policies and their application in user 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.

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.


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