Process and Policy Lead, Customer Support - Trust & Safety
Responsibilities
About the Team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy.
As the Customer Support Process & Policy Lead, you are part of team leadership, driving the development of scalable SOP solutions to ensure user and creator best in class support and safety experiences and operational excellence in service delivery, while applying your deep product expertise to guide Process decisions. You are passionate about user and creator support, wake up excited to make an impact in millions of people's lives, and switch readily from thinking strategically about Process development and iteration to managing tactical enforcement decisions. Your background and professional expertise are grounded in areas related to internet processes, customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the policy space. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.
Responsibilities
- Build and lead a high-performing Policy/Process and customer support operations team, optimizing SOP development, testing, and implementation to deliver best-in-class safety and support services.
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- Partner with front line agents, LOB leads, user/creator feedback, and Product PMs to rigorously test and iterate SOPs, ensuring timely feedback loops and stronger engagement with Product teams.
- Review and align SOPs in sync with labels and macros, in close partnership with Product owners, to ensure consistency, accuracy, and scalability.
- Articulate, interpret, and implement global product policies across business support channels, covering user and creator support and safety experiences.
- Ensure alignment and effectiveness across both in-house and BPO teams, driving improvements with success metrics focused on CSAT and AHT.
- Manage cross-team relationships, collaborating with Product, Operations, Legal, and Public Relations to build consensus and enhance support and safety policies.
- Strengthen team performance through strategy definition, effective leadership, and team-building, addressing challenges such as underperformance and personality conflicts.
Qualifications
Minimum Qualifications:
- Strong people management experience in leading global teams, with proven ability to build cohesion and address performance challenges.
- Significant experience in customer support operations, including SOP design, testing, iteration, and labeling alignment;
- You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;
Preferred Qualifications:
- Trust & Safety background preferred but not required.
- Tech experience would be a big plus.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.