Escalation & Incident Lead — VIP Support

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 120,000 - 180,000; Full time

Job summary

TikTok USDS Joint Venture LLC seeks an investigative, strategic Escalation Team Lead to build and empower a high-caliber team of Escalation Specialists. You will lead high-severity incident responses and coordinate with Product, Engineering, Legal, and Security in real time.

The role requires navigating ambiguity, a strong security mindset, and the ability to craft scalable SOPs from complex crises, while ensuring timely resolutions and effective executive communication.

Qualifications

• 5+ years in Account Security/Integrity, Trust & Safety, Fraud/Abuse Investigations, or related fields.
• 2+ years of leadership or lead project/team management experience.
• Proven ability to remain analytical and solution-focused on high-severity incidents with major risks.
• Excellent networking and stakeholder navigation with Product, Engineering, Legal, and Security teams.

Responsibilities

• Lead investigations involving high-stakes cases like Account Takeovers and ownership disputes.
• Balance white-glove client support with rigorous security standards and risk judgment.
• Serve as primary operational lead during high-severity incidents; communicate with executives and risk teams.
• Maintain around-the-clock on-call coverage for critical emergencies.

Skills

Account Security

Incident Management

Leadership

Executive comms

Job description

TikTok USDS Joint Venture LLC seeks an investigative, strategic Escalation Team Lead to build and empower a high-caliber team of Escalation Specialists. You will lead high-severity incident responses and coordinate with Product, Engineering, Legal, and Security in real time.

The role requires navigating ambiguity, a strong security mindset, and the ability to craft scalable SOPs from complex crises, while ensuring timely resolutions and effective executive communication.