Customer Support Process Excellence Lead

TikTok USDS Joint Venture; San Jose (CA); On-site; USD 88,000 - 151,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid parental leave

Disability insurance

Life insurance

Wellbeing benefits

Paid holidays

Paid sick days

Paid Personal Time

Job summary

TikTok USDS Joint Venture LLC is seeking a detail‑oriented Customer Support Workflow & SOP Specialist to map end‑to‑end processes, standardize workflows, and localize global policies for frontline operations in the US.

You will translate complex business rules into actionable SOPs, partnering with Product, Policy, and BPO teams to streamline operations and elevate the user support experience in a fast‑paced, high‑volume environment.

Qualifications

• 3+ years in Customer Support Operations, Workflow Design, Process Engineering, or Operational Excellence roles.
• Ability to translate complex rules into clear SOPs/workflows.
• Strong communication and collaboration across Ops, Product, Policy, and Vendor Operations.
• Analytical mindset with comfort using metrics to measure improvement.
• Flexible in a fast-paced, matrixed environment.

Responsibilities

• Map end‑to‑end processes and standardize support workflows.
• Draft, update, and maintain SOPs, macros, and decision trees for frontline agents.
• Coordinate rollout and readiness with frontline teams, BPO, QA, and Training.
• Identify bottlenecks and gaps in cross‑functional journeys and propose improvements.
• Monitor impact using metrics such as AHT, FCR, and SOP adherence.

Skills

Process design

Stakeholder management

Analytical mindset

Adaptability

Cross-functional collaboration

Tools

Visio

Lucidchart

Miro

Job description

TikTok USDS Joint Venture LLC is seeking a detail‑oriented Customer Support Workflow & SOP Specialist to map end‑to‑end processes, standardize workflows, and localize global policies for frontline operations in the US.

You will translate complex business rules into actionable SOPs, partnering with Product, Policy, and BPO teams to streamline operations and elevate the user support experience in a fast‑paced, high‑volume environment.