User Support Lead

TikTok

Phoenix, AZ, USA

Full time

Customer Services/Support + Customer Success

Sep 5

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices, including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.


Why Join Us

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.


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 Phoenix office. The right individual is excited to work in a dynamic, fast-paced environment at the intersection of technology and entertainment.


Job Description

We currently have two User Support Lead roles available, each with a unique focus area:


Creator Support: This role will lead a team of front line associates supporting our top creators globally reaching out for support accessing their accounts, updating account credentials, how to join creator fund, etc. This is the role for you if you love optimizing processes, working cross-functionally, and never settling for the status quo.


Social Support: This role will lead a team of front line associates supporting our use base that reaches out for help through social media (TikTok, Twitter, etc.). This is the role for you if you're highly organized, up to date on all things in the social world, and love problem-solving.


Own the success of your team (12-15 people); deliver against ambitious productivity and NPS metrics

Help build TikTok's global user support team, participating in the hiring process.

Practice hands on leadership - working through escalated and sensitive cases from your team.

Evaluate team member performance ongoing and provide real-time coaching and feedback and create and lead regular training sessions to consistently improve the user experience.

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.

Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes and/or escalate product feedback.

Collaborate with cross functional teams and external vendors to ensure a safe, consistent, and ever-improving experience for our users.

Qualifications

Bachelor's degree or equivalent work experience

5+ years 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 details, highly self-driven and results-oriented

Experience building a customer experience team from the ground up is a plus

Experience working with international partners in different time zones is a plus


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 during our recruitment process. If you need assistance or an accommodation, please reach out to us at accommodations@tiktok.com

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