Escalation Team Lead, Customer Support

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 140,000 - 190,000; Full time

Job summary

TikTok USDS Joint Venture is seeking an Escalation Team Lead to build and guide a high-caliber escalation team. You will lead high-severity investigations, coordinate with Product, Engineering, Legal, and Security, and translate complex cases into structured, scalable processes.

This role demands strategic thinking, ambiguity tolerance, and a security-first mindset. You will shape incident response, SOPs, and cross-functional playbooks, while maintaining executive visibility and strong

Qualifications

• 5+ years of progressive experience in Account Security/Integrity, Trust & Safety, Fraud/Abuse Investigations, Technical Incident Management, Risk Operations, or High-Value VIP/Business Support, with 2+ years of leadership or lead project/team management experience.
• Strong expertise in identity verification, account recovery, ATO investigation techniques, and analyzing business/legal ownership documentation (e.g., LOAs, corporate filings).
• Proven ability to remain analytical and solution-focused when handling high-severity, executive-visible incidents with major financial, legal, or reputational risks.
• Exceptional networking and stakeholder navigation skills; demonstrated ability to connect with Product, Engineering, Security, and Legal partners on day-one to drive urgent resolutions.
• Superior written and verbal communication skills; ability to distill complex, technical investigations into concise, factual, and audience-appropriate reports for leadership or legal teams.
• Willingness and capability to participate in a 24/7 on-call rotation for high-severity emergency escalations.

Responsibilities

• Lead and coach the team through complex, ambiguous investigations involving Account Takeovers (ATO), identity/ownership disputes, fraud, abuse, and corporate business transfers.
• Balance white-glove support for high-value business clients/advertisers with rigorous security standards, exercising sound prioritization and risk judgment across varying levels of business impact.
• Serve as the primary operational lead during high-severity safety, legal, or security incidents; communicate clearly with executive leadership, Legal, and Risk teams regarding confirmed facts, risk impact, blockers, and resolution status.
• Maintain and oversee an effective around-the-clock on-call coverage model to ensure immediate escalation triage for critical off-hours business or security emergencies.
• Proactively build strong, trusted working relationships across a massive global enterprise—including Legal, Compliance, Product, Security Engineering, Fraud, and Executive Support—to rapidly mobilize the right owners during crises.
• Transform unresolved, ambiguous incidents into scalable operational frameworks; drive post-incident SOPs, escalation matrices, tooling requirements, and automation.

Skills

Leadership

Investigations

Incident Management

Identity verification

Executive communication

Risk assessment

Security mindset

Job description

Responsibilities

Team Overview

The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence across the TikTok US ecosystem.

Within our organization, the Escalation & Incident Management team functions as the specialized strike force and emergency response hub. We handle the highest-stakes, most ambiguous, and high-risk cases that bypass standard frontline SOPs—including high-value VIP/advertiser account takeovers (ATO), complex corporate ownership disputes, severe safety/security threats, and legal/regulatory escalations. Our mission is to protect our high-value ecosystem, mitigate platform risk, and turn complex crises into structured, scalable solutions.

We are seeking an investigative, highly resourceful, and strategic Escalation Team Lead to build, lead, and empower a high-caliber team of Escalation Specialists. Unlike traditional customer support leads, this role requires a candidate who thrives in ambiguity, possesses a strong security and investigative mindset, and can make critical judgment calls when available data signals do not tell the whole story.

In this role, you will lead high-severity incident responses, manage executive-visible escalations, and navigate complex organizational matrixes to connect with Product, Engineering, Legal, and Security teams in real time. You will not only drive complex investigations to resolution but also act as a process builder—ensuring every resolved crisis yields stronger SOPs, clearer escalation paths, and upstream product/security enhancements.

Key Responsibilities

Complex Investigations & High-Stakes Escalation Management

• Lead and coach the team through complex, ambiguous investigations involving Account Takeovers (ATO), identity/ownership disputes, fraud, abuse, and corporate business transfers.
• Balance white-glove support for high-value business clients/advertisers with rigorous security standards, exercising sound prioritization and risk judgment across varying levels of business impact.
• Serve as the primary operational lead during high-severity safety, legal, or security incidents; communicate clearly with executive leadership, Legal, and Risk teams regarding confirmed facts, risk impact, blockers, and resolution status.
• Maintain and oversee an effective around-the-clock on-call coverage model to ensure immediate escalation triage for critical off-hours business or security emergencies.

Cross-Functional Influence & Network Building

• Proactively build strong, trusted working relationships across a massive global enterprise—including Legal, Compliance, Product, Security Engineering, Fraud, and Executive Support—to rapidly mobilize the right owners during crises.
• Maintain high awareness of regulatory and reporting implications; ensure strict evidence preservation, factual reporting, and legal/litigation documentation standards when handling highly critical cases.

Systems Thinking & Process Architecture

• Transform unresolved, ambiguous incidents into scalable operational frameworks; drive the post-incident creation of new SOPs, escalation matrices, tooling requirements, and automation.
• Look beyond individual case closure to diagnose systemic vulnerabilities, identifying why an incident occurred and driving upstream changes with Product and Security teams to prevent recurrence.

Specialized Team Leadership

• Lead, coach, and elevate a team of specialized investigators; mentor team members to independently own complex domains, toolings, and partner relationships rather than focusing solely on traditional CS metrics.

Qualifications

Minimum Qualifications:

• 5+ years of progressive experience in Account Security/Integrity, Trust & Safety, Fraud/Abuse Investigations, Technical Incident Management, Risk Operations, or High-Value VIP/Business Support, with 2+ years of leadership or lead project/team management experience.
• Strong expertise in identity verification, account recovery, ATO investigation techniques, and analyzing business/legal ownership documentation (e.g., LOAs, corporate filings).
• Proven ability to remain analytical and solution-focused when handling high-severity, executive-visible incidents with major financial, legal, or reputational risks.
• Exceptional networking and stakeholder navigation skills; demonstrated ability to connect with Product, Engineering, Security, and Legal partners on day-one to drive urgent resolutions.
• Superior written and verbal communication skills; ability to distill complex, technical investigations into concise, factual, and audience-appropriate reports for leadership or legal teams.
• Willingness and capability to participate in a 24/7 on-call rotation for high-severity emergency escalations.

Preferred Qualifications:

• Experience in Trust & Safety, Content Moderation, Cyber Security Incident Response, or Financial Fraud Operations within a tech/digital platform environment.
• Basic understanding of legal/regulatory compliance frameworks surrounding user data, corporate identity, and privacy.
• Background in building operational workflows, escalation paths, and tooling automation from the ground up.

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. 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 joining.

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.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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.

USDS Reasonable Accommodation

USDS 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://tinyurl.com/USDS-RA