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TikTok · 1 day ago

Head of Functions, Customer Support - USDS

Scottsdale, AZ

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

TikTok is the leading destination for short-form mobile video, and they are seeking a Head of Functions for Customer Support within their U.S. Data Security division. This role involves leading a multidisciplinary team to drive operational excellence and enhance customer service through strategic leadership, team oversight, and data-driven decision making.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

Responsibilities

Define and execute the vision and roadmap for all customer support functions

Act as a strategic partner to customer support leadership and cross-functional stakeholders (Product, Engineering, etc.), to drive customer experience and productivity by, in particular in partnership with Product:

Supporting CS agents' continuous improvements

Driving the AI automation transformation of Customer support

Drive continuous improvement and deliver critical projects/priorities for Customer support that address main user/creator and agents' pain points

Lead and mentor a diverse team, including but not limited to areas such as SOPs (human and AI), Quality Management, Training and Onboarding, Capacity Planning, Workforce and Queue Management, Reporting and Insights, and Technical Program Management

Align teams toward common performance goals and foster a culture of accountability, innovation, and growth

Partner and deliver for front line teams on their major pain points and improvement opportunities. Drive deep customer subject matter expertise within the team

Oversee the design and implementation of robust quality programs and feedback loops to ensure high service standards

Ensure training and knowledge programs are current, effective, and adaptive to changing products and customer needs

Optimize workforce planning and scheduling through data-driven forecasting and capacity modeling

Develop efficient workflows and playbooks to standardize service delivery across channels and regions

Drive technology adoption and improvements via program management and systems optimization

Lead the reporting and analytics team to deliver actionable insights and operational dashboards on metrics

Support leadership decision-making through accurate, real-time operational metrics and forecasting

Qualification

Customer support operationsWorkforce optimizationLeadership experienceQuality assurance frameworksAnalytical mindsetDashboarding toolsProcess improvementProduct experienceSocial media knowledgeCommunication skillsInterpersonal skills

Required

5+ years of experience in customer support operations, with experience in a leadership role

Experience in managing global teams in areas such as training, QA, WFM, analytics, and process improvement and budgets

Deep understanding of customer support processes, workforce optimization, and quality assurance frameworks (e.g., COPC, Six Sigma)

Strong analytical mindset with experience in dashboarding tools and WFM platforms

Demonstrated success in transforming support operations through technology, data, and continuous improvement initiatives

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

Preferred

Product experience

Knowledge of social media and community management

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

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)