Creator Support Team Lead, Customer Support - Trust & Safety

- Own the Line of Business strategy and implementation operations, ensuring high-priority feedback is reviewed, acted upon, and tracked;
- Build a feedback loop across cross-functional teams (Product, Safety, Engineering, Comms, Marketing) based on patterns on CSAT;
- Establish and scale response frameworks, localization guidelines, and analytics dashboards for the feedback channels;
- Drive the creation of structured, data-driven insights reports to influence product and policy direction.
- Monitor ticket queues and ensure SLAs are met for timeliness, quality, and resolution;
- Facilitate weekly team meetings and regular 1:1s to review performance, development, and operations excellence;
- Lead team-based improvement initiatives to drive quality, efficiency, and a stronger user experience.

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent experience in trust & safety, user operations, social media, or support leadership in a major tech or media company;
- Minimum 3 years in a leadership role (Team Lead, Supervisor, Manager), ideally in high-volume support or user operations;
- Ability to design and scale feedback loops that translate user sentiment into actionable insights for cross-functional teams;
- Skilled in using dashboards or analytics tools to monitor performance and business impact;
- Proven people leadership abilities with strong coaching, development, and performance management experience.

Preferred Qualifications:
- Experience managing social media and/or app store feedback channels at scale - including data reporting, sentiment analysis, and stakeholder comms;
- Strong time and resource management skills; thrives in dynamic and fast-moving environments;
- Clear, persuasive communicator.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $74480 - $144400 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Client-provided location(s): Los Angeles, CA

Job ID: TikTok-7528464783231076616

Employment Type: OTHER

Posted: 2025-07-23T00:32:10