Job description

About TikTok
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.

The User Operations arm of TikTok's User and Product Operations team helps ensure we're delivering on this mission through all of our user-facing communication efforts.
The User Support Lead will report to the User Support Operations Manager and will lead a quickly growing team of Associates with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about user support, are counted on as a thought people leader in your current user support role, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok.

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.

Responsibilities

• 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.

Who You Are

• Experienced team lead. You motivate and inspire a diverse team. You achieve results with speed without sacrificing quality. You know how to create a sense of urgency and excitement. You work alongside the team modeling ideal behavior. You've grown and managed a team of 10+ team members.
• User first. You cannot imagine a world in which you're not working in a user support function. You prioritize the user in everything you do. You consistently immerse yourself in the user experience.
• Cool, calm, and organized. Schedule associates across three timezones to ensure 24/7 user support coverage? No problem! You're a systems thinker with a track record of managing multiple complex initiatives concurrently. You thrive in a fast-paced environment and constant change energizes you. You establish proactive processes to handle known and unknown changes and consistently iterate upon existing systems.
• Data driven. You are experienced in collecting and analyzing user support data to understand areas of strength, opportunities, and to spot trends. You know how to use data to build and communicate a business case to support feature iterations and new features. You can't fathom not making a decision without numbers.
• Extraordinary communicator. You're an expert at concise and empathetic communications tailored to your audience. Effective written communication is your superpower. You're seasoned in communicating user feedback and needs to cross functional stakeholders. You are proactive and solution oriented.

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

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.

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