Account Security Line of Business Lead - Customer Support

Responsibilities

About the Team
We provide Customer Support services for TikTok's global community across account access, integrity, and evolving product areas.

About the role
Account Security (ATO/Hacked Accounts) is one of the most complex and high-risk Lines of Business (LOBs), requiring deep investigation, cross-functional collaboration, and rapid response to external threats. Tier 1 support is delivered through BPO partners; Tier 2 investigations are handled by in-house specialists with access to advanced tools and infrastructure.

Responsibilities
- Own the end-to-end performance of the Account Security LOB, ensuring CSAT, SLA, backlog, and resolution goals are consistently achieved across Tier 1 (BPO) and Tier 2 (inhouse).
- Act as the primary point of contact for cross-functional teams (Policy, Product, Threat Management, BRIC, TMRI, CSP, Training, Partner Management, P&I) on workflow execution, incidents, and escalations.
- Lead continuous improvement initiatives by identifying workflow gaps (training, SOP, tooling, quality), driving structured action plans, and tracking execution outcomes.
- Ensure structured governance through intentional meetings, clear agendas, and efficient alignment across inhouse leads, partner management, and external XFN stakeholders.
- Drive strong oversight of BPO performance in Tier 1: hold Partner Management accountable for audits, quality interventions, and Tier 1 vs Tier 2 alignment.
- Forecast and align capacity needs during crisis events (e.g., mass ATO attacks), coordinating with XFN teams to rapidly scale support.
- Maintain a robust knowledge and training framework: ensure agents and BPO partners are aligned on SOP updates, escalation paths, and best practices.
- Represent Account Security CS in global forums, off-sites, and incident response groups, ensuring alignment of SOPs, tooling, and operational metrics with other regional/global teams.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent experience in Customer Support, Trust & Safety, or risk operations.
- 5 years in customer support or trust & safety, with at least 2+ years leading complex workflows or LOBs in a high-risk environment.
- Strong stakeholder management skills with proven success in aligning product, engineering, policy, and operations during incident response or workflow optimization.
- Demonstrated ability to deliver measurable improvements in CSAT, resolution times, and backlog management in high-volume environments.
- Analytical and data-driven, with ability to interpret performance metrics and drive actionable insights.
- Excellent communication, organizational, and facilitation skills, with the ability to manage multiple stakeholders across regions and time zones.
- Empathy for users impacted by security incidents, balanced with operational rigor and risk mitigation focus.

Preferred Qualifications
- Prior experience in account security, fraud prevention, or platform integrity operations.
- Familiarity with advanced investigation tooling (e.g., internal risk detection platforms).
- Experience managing BPO vendor performance and integrating Tier 1 and Tier 2 workflows.