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.
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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.
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
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.