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TikTok · 1 month ago

Customer Support Lead - USDS

Scottsdale, AZ

Full-time

Hybrid

Senior Level

5+ years exp

TikTok is a leading destination for short-form mobile video, and they are seeking a Customer Support Operations Lead to guide a team in delivering high-quality support to the TikTok community. This role involves overseeing a team, driving operational excellence, and collaborating with cross-functional partners to ensure a safe user experience.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

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

Qualification

CRM softwareGoogle Sheets/ExcelPeople managementAnalytical skillsCustomer service experienceResilienceAttention to detailCollaborationAdaptability

Required

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

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

Benefits

Comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us

Company

TikTok

Glassdoor3.4

TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.

Founded in 2003

Los Angeles, California, USA

10001+ employees

https://www.tiktok.com

H1B Sponsorship

TikTok has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (979)

2024 (601)

2023 (387)

2022 (322)

2021 (133)

2020 (72)