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.

Team Intro
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 team member to join our Los Angeles office.

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.

The User Support QA Analyst/Trainer will report to the User Support Operations Manager and will support the entire team 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 an organized and efficient leader in your current user support role, are a planner, work well under pressure, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok.

Responsibilities
- Ensure schedules are generated on a regular basis to maximize efficiency of resources
- Work with support teams to get timely updates on scheduled shifts
- Manage (approve/reject) time off requests based on available allotments
- Manage (approve/reject) all shift swap requests based on policy and scheduling constraints
- Capture and update non-productive time (coaching, meetings, trainings) in appropriate tools to ensure visibility into scheduled coverage and identify gaps and risks
- Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
- Provide and maintain intraday performance and hygiene reporting including, but not limited to shrinkage, occupancy and other KPI's
- Ensure data integrity within scheduling data/processes
- Conduct regular, ongoing shift bids and assist managers with data to coordinate assignment of preferred shifts
- Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
- Review and process schedule changes and requests within established service level agreements
- Provide in-scope adhoc assistance to the UPO team as directed

Who You Are
- 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.
- Organized. 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 provide proactive feedback on processes to handle known and unknown changes and consistently iterate upon existing systems.
- You're a motivated self starter. You achieve results with speed without sacrificing quality. You're able to be a self starter and make your own discoveries. You know how to create a sense of urgency and excitement.
- Analytical and forward thinking. You analyze requests and needs in order to identify opportunities to improve processes and policies. Your feedback gets attention, and you work closely with Operations to create a trusting relationship to partner on and implement initiatives.

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent work experience
- 2+ year(s) of experience as a Scheduler/Scheduling Analyst
- Ability to properly prioritize and meet tight deadlines
- Ability to analyze data, use the data to drive decision-making and implement effective resolutions
- Ability to create, implement, and optimize new, critical processes

Preferred Qualifications
- Ability to collect, organize, and present data and insights to a diverse audience
- Working knowledge of CRM software, Excel, and familiarity with project management software
- Strong analytical skills, attention to details, highly self-driven and results-oriented
- Advanced statistical and mathematics knowledge
- Knowledge of WFM tools and data visualization tools: Tableau, Looker, Power BI

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.