Responsibilities
About the Team
We provide safety and support services to TikTok's global user community across account access and support, account-level safety, minor protection, platform verification, and emerging product support capabilities.
We manage user feedback channels including in-app/webform support, in-app appeals, and internal form requests, powered by a Tier 1 BPO and Tier 2 in-house resourcing model.
TikTok's User Support Team is expanding globally, and we're looking for a Team Lead who will also serve as the Line of Business (LOB) owner for Social Listening - overseeing our support efforts related to App Store Reviews and Social Media Direct Mentions and Messages. This dual-role opportunity will have frontline leadership responsibilities for a team of User Specialists while also scaling and owning a key line of business that influences our public brand perception, product development, and compliance posture.
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Responsibilities:
- Lead and manage a team of 10+ User Specialists, overseeing performance, coaching, scheduling, and morale;
- Act as point of contact and escalation for operational or people-related issues, ensuring timely and efficient resolution;
- Own the Social Listening Line of Business, including operations related to App Store reviews and TikTok's social media DM/mention channels, 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 from social and app store reviews;
- Develop strategies to improve platform ratings and mitigate reputational and compliance risks, especially in markets where poor ratings could lead to app removal or suspension;
- Establish and scale response frameworks, localization guidelines, and analytics dashboards for these 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 with strong written and verbal skills;
- Fluent in English; additional language proficiency a plus.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $924444 - $180000 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.