User Support Lead - USDS

Responsibilities

About the Team
Our User Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We're looking for a self-motivated people leader to join our Scottsdale, AZ office.

Reporting to the User Support Manager, the User Support Operations (USO) Lead will guide a team of 12-15 Associates in delivering best-in-class user experience. This role is for a passionate and people-focused leader who thrives in a fast-paced, ambiguous environment and is motivated to drive impactful change and continuous operational improvement.

This role performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this team interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Own the success of your team (12-15 people): Deliver against productivity and CSAT metrics, while practicing hands-on leadership by working through escalated and sensitive cases from your team.
- Drive operational excellence: Identify and execute strategic projects and initiatives to enhance team efficiency through automation, quality of work, and overall user experience, even with limited information.
- Develop your team: Evaluate team member performance on an ongoing basis, provide real-time feedback, and create and lead regular coaching sessions to consistently improve performance and professional growth.
- Collaborate for impact: Work collaboratively with cross-functional (XFN) partners and external vendors to ensure a safe, consistent, and ever-improving experience for our users.
- Stay current on policy: Stay up-to-date on the latest user support policies and educate your team consistently so that you're always offering the most comprehensive support possible.
- Analyze and act on data: Gather, analyze, and present data to understand and improve upon the team's efficiency and impact of work, identify trends, and iterate on processes and/or escalate product feedback.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent work experience.
- 5+ years of experience in a user-focused customer service function with 2+ years of people management.
- Expert use of CRM software, Google Sheets/Excel.
- Strong analytical skills, attention to detail, highly self-driven, and results-oriented.
- Experience working with international partners in different time zones.

Preferred Qualifications
- Experience building a customer experience team from the ground up.
- Experience working with Business Process Outsourcing (BPO) partners.
- Familiarity with Trust and Safety policies and their application in user support.