Head of US Live Safety Support - Customer Support

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 180,000 - 240,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Head of US Live Safety Support to lead and scale the specialized user support organization responsible for a high-quality, real-time safety experience across the TikTok LIVE ecosystem. You will bridge live stream creators, hosts, and viewers with Trust & Safety teams, shaping an end-to-end support strategy and operating model.

This role requires strategic leadership, crisis management with sound judgment, and a focus on organizational health, training,

Qualifications

• Bachelor’s degree or equivalent practical experience in operations or related field.
• 5+ years leading large-scale user support or live operations.
• Experience with cross-functional collaboration across Product, Policy, Engineering, Legal.
• Strong analytical skills using real-time signals and data.
• Proven ability to lead high-velocity teams under pressure.

Responsibilities

• Lead US Live Safety Support organization to deliver rapid, high-quality live incident resolution.
• Design and implement real-time service models and escalation workflows.
• Own performance metrics, CSAT, SLA adherence, and 24/7 coverage.
• Collaborate with Trust & Safety, LIVE Product, Safety Policy, Moderation Ops, and Legal.
• Develop leadership pipeline and nurturing culture of operational rigor.

Skills

Strategic leadership

Cross-functional collaboration

Operational excellence

Real-time incident management

Data-driven decision making

People development

Education

Bachelor’s degree or equivalent practical experience

Job description

Responsibilities

About the Team
As the Head of US Live Safety Support, you will lead and scale the specialized user support organization responsible for delivering a high-quality, resilient, and real-time support experience for hosts, viewers and agencies across the TikTok LIVE ecosystem. Serving as a critical bridge between our live streaming community and the platform, your team plays a pivotal role in resolving high-urgency live incidents at scale while reinforcing platform trust, live content safety, and service reliability. The ideal candidate is a visionary leader with a passion for live streaming user experience, a track record of driving operational excellence under high-stake scenarios, and a commitment to fostering a high-performing team culture.

As the US TikTok LIVE ecosystem continues to rapidly expand in scale, monetization, and interactive complexity, you will design and execute the overarching support strategy, real-time operating model, and organizational architecture for live safety support. This role requires a strategic leader who can drive real-time service excellence, manage high-stakes live escalations and crisis situations with sound judgment, and partner effectively with Trust & Safety, LIVE Product, and Policy teams to improve end-to-end live ecosystem health.

You will oversee an organization of managers and specialists driving continuous around-the-clock operations. Your mandate includes ensuring rapid and precise query resolution for creators and users, supporting new LIVE product and feature rollouts, and continuously elevating SOPs, real-time quality assurance, and training programs to meet evolving platform safety needs.

Responsibilities

Strategic Leadership

• Lead the overarching US Live Safety Support organization, architecting organizational design, real-time service models, and operational governance to deliver rapid, high-quality, and scalable support for LIVE creators, hosts, and viewers.
• Design and implement robust service delivery and rapid-response escalation models that harmoniously balance live creator experience, real-time operational speed, and platform safety across a high-velocity live streaming environment.

Operational Excellence

• Own end-to-end performance metrics and OKRs for the LIVE support domain, including User Satisfaction (CSAT), Service Quality Score, strict SLA adherence (First Response Time & Resolution Rate), and uninterrupted around-the-clock support coverage.
• Structure and continuously optimize support frameworks addressing unique LIVE touchpoints, including real-time stream interruptions, live enforcement appeals, account/feature access for hosts, live gifting/monetization safety inquiries, and high-priority live safety incidents.

Cross-Functional Impact

• Drive strategic, cross-functional engagement with Trust & Safety, LIVE Product, Safety Policy, Live Moderation Operations, and Legal teams across regional and global footprints to safeguard ecosystem health.
• Transform recurring live support pain points and support-driven insights into actionable upstream improvements, driving LIVE product optimizations, real-time safety policy iterations, and preventive control mechanisms.

People & Culture Development

• Build, mentor, and inspire a high-performing organization; invest in developing a strong leadership bench, establishing clear accountability, and nurturing a culture of operational rigor and continuous learning.
• Stay ahead of live streaming industry trends, real-time moderation mechanisms, and trust & safety best practices, benchmarking and elevating TikTok's live support capabilities against global industry standards.

Qualifications

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience in business, operations, or a related field.
• 5+ years of progressive operations experience, with 5+ years in a strategic leadership role managing large-scale user support, customer experience, real-time operations, or Trust & Safety teams within an expanding digital platform, live streaming, or interactive entertainment environment.
• Deep understanding of live streaming dynamics, creator/host operations, real-time content moderation challenges, and ecosystem health risks inherent to live interactive platforms.
• Proven track record of high-impact cross-functional collaboration, with the ability to navigate matrixed global organizations and drive strategic alignment among Product, Policy, Engineering, and Legal teams.
• Exceptional analytical horsepower; mastery of using complex operational data, real-time signals, and user feedback to diagnose systemic live issues and architect scalable service outcomes.
• Exceptional communication and inclusive leadership skills, with a demonstrated ability to inspire large, multi-layered teams and build a resilient organizational culture under high-velocity operational constraints.

Preferred Qualifications

• Specialized experience within Trust & Safety operations, encompassing live stream appeals governance, real-time policy enforcement, live gifting/monetization risk management, and live crisis management.
• Proven experience designing and optimizing high-urgency, tiered support structures across both in-house teams and third-party outsourced vendor partners (BPOs).
• A strong track record of driving process redesign, implementing real-time triage automation/AI tools, and leading large-scale operational transformation in live environments.
• Experience steering regional initiatives within a fast-paced, around-the-clock global matrix organization, bridging localized US market nuances with global platform standards.

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