User Support Lead - USDS
TikTok
Hybrid remote in Phoenix, Arizona
Job Description
Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About USDS
At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.
U.S. Data Security (“USDS”) is a standalone department 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 user data in the U.S., 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 Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
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 Phoenix office. The right individual is excited to work in a dynamic, fast-paced environment at the intersection of technology and entertainment.
Responsibilities
Own the success of your team (12-15 people); deliver against ambitious productivity and NPS metrics
Help build TikTok's global user support team, participating in the hiring process.
Practice hands on leadership - working through escalated and sensitive cases from your team.
Evaluate team member performance ongoing and provide real-time coaching and feedback and create and lead regular training sessions to consistently improve the user experience.
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.
Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes and/or escalate product feedback.
Collaborate with cross functional teams and external vendors to ensure a safe, consistent, and ever-improving experience for our users.
Qualifications
Bachelor's degree or equivalent work experience
5+ years 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 details, highly self-driven and results-oriented
Experience building a customer experience team from the ground up is a plus
Experience working with international partners in different time zones is a plus
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.
TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at Recruiting.Corp@tiktok.com.
#LI-Hybrid
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About USDS
At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.
U.S. Data Security (“USDS”) is a standalone department 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 user data in the U.S., 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 Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
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 Phoenix office. The right individual is excited to work in a dynamic, fast-paced environment at the intersection of technology and entertainment.
Responsibilities
Own the success of your team (12-15 people); deliver against ambitious productivity and NPS metrics
Help build TikTok's global user support team, participating in the hiring process.
Practice hands on leadership - working through escalated and sensitive cases from your team.
Evaluate team member performance ongoing and provide real-time coaching and feedback and create and lead regular training sessions to consistently improve the user experience.
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.
Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes and/or escalate product feedback.
Collaborate with cross functional teams and external vendors to ensure a safe, consistent, and ever-improving experience for our users.
Qualifications
Bachelor's degree or equivalent work experience
5+ years 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 details, highly self-driven and results-oriented
Experience building a customer experience team from the ground up is a plus
Experience working with international partners in different time zones is a plus
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.
TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at Recruiting.Corp@tiktok.com.
#LI-Hybrid
