Live Platform Trust and Experience Team Leader - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About the team
The TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partner organizations to create an environment that brings communities together in real-time to create meaningful and interactive connections around the globe.

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
- Develop and implement strategies to enhance customer experience on our LIVE platform. Stay up-to-date with industry trends and best practices in customer experience management.
- Analyze user feedback and provide recommendations to improve customer satisfaction and engagement.
- Collaborate with the product and operations team to identify and address customer pain points.
- Build and manage the customer support team to address and resolve customer issues in a timely and effective manner.
- Develop and maintain relationships with key stakeholders to ensure a smooth customer experience.
- Analyze data to identify trends and areas for improvement in customer experience.
- Communicate effectively with internal teams to ensure customer feedback is addressed and resolved.
- Build and manage the customer support team to address and resolve customer issues in a timely and effective manner [Note: timely and effective means every standard industry SLA metrics like AHT, FRT, etc.]
- Stay up-to-date with industry trends and best practices in customer experience management.

Qualifications

Minimum Qualifications
- Bachelor degree or above, with over 5 years working experience in developing user/customer experience strategy.
- 3+ years of people management; Experience building a team from the ground is preferred.
- Data analysis skills to identify actionable improvements for user support.
- Rich customer experience and professional knowledge, familiarity with various management principles and methods, as well as a proven ability to do crisis handling.
- Proven skills in understanding users, creating new process SOPs, and optimization of existing user support strategies.

Preferred Qualifications
- Ability to analyze data and draw insights to make informed decisions.
- Excellent communication and interpersonal skills.
- Strong attention to detail and ability to multitask in a fast-paced environment.
- Experience in payments, gaming, private banking, or industry that serves high-net-worth individuals is preferred.

Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/ktJP6

This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.