User Support Lead - USDS

About the TeamOur 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.

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.