User Support Operations Specialist - USDS

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.

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 seeking a highly organized and proactive Operations Specialist to join our User Support Operations team. This role is responsible for optimizing day-to-day operations, coordinating across user support teams, and driving process improvements. The ideal candidate is analytical, detail-oriented, and enjoys solving problems in a fast-paced, dynamic environment. They will work closely with cross-functional teams to ensure efficient workflows, accurate reporting, and adherence to North Star metrics.

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
- Collaborate with internal and external stakeholders to lead operational projects and ensure alignment with business goals. This includes managing project timelines, tracking deliverables, and supporting the team to ensure readiness for new product launches.
- Oversee day-to-day tooling and process management, including permissions, troubleshooting, and optimization efforts. Work cross-functionally to resolve issues and improve the efficiency of workflows across multiple teams.
- Continuously assess operations through audits and data analysis, identifying areas for process improvements and implementing changes to enhance team performance. This involves ensuring that all operational tasks are executed efficiently and in line with organizational objectives.
- Monitor and report on key performance metrics, including SLA adherence, to ensure high-quality service delivery across user support teams. Regularly track trends, identify potential issues, and escalate them as necessary to maintain operational standards.
- Support the development and maintenance of Standard Operating Procedures (SOPs) to ensure consistency across internal and external processes, and act as a point of contact for escalations that require deviations from established guidelines.

Qualifications

Minimum Qualifications
- 3+ years of experience in operations, support, or a similar role.
- Strong ability to manage cross-functional projects, track deliverables, and ensure timely execution.
- Excellent problem-solving skills with the ability to analyze operational data and recommend improvements.
- Clear and concise communication skills, with the ability to present data-driven insights and recommendations.
- Ability to thrive in a fast-paced, high-pressure environment while maintaining focus and attention to detail.

Preferred Qualifications
- 5+ years of experience in a similar role, with a focus on process improvement, support operations, or project management.
- Experience with tooling and process optimization, as well as managing complex cross-functional projects.
- Demonstrated passion for TikTok and the community, with a focus on continually improving user experience.

Wellbeing Statement
Trust & Safety recognizes that keeping our platform safe for TikTok communities is no ordinary job. It can be rewarding, psychologically demanding, and emotionally taxing. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start: so our candidates are well informed before proceeding.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

D&I Statement
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.

Accommodation Statement
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

Data Security Statement
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.