Head of US User Safety Support - Customer Support

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 240,000 - 360,000; Full time

Job summary

TikTok USDS Joint Venture is seeking a Head of US User Safety Support to lead and scale the general user support function across the platform. You will partner with Trust & Safety, Product, Policy, and Legal to improve end-to-end user experience and ecosystem health, while building a high-performing, data-driven team.

The role emphasizes strategic design of the support operating model, escalation handling, SOPs, QA, and training to meet evolving platform needs with a strong focus on trust and

Qualifications

• Bachelor’s degree or equivalent practical experience in business, operations, or related field.
• 5+ years progressive operations experience, with 5+ years in strategic leadership managing large-scale user support, CX, or Trust & Safety teams.
• Deep understanding of user-facing operations, platform dynamics, and community health in UGC/social media.
• Proven cross-functional collaboration with Product, Policy, and Legal in global orgs.
• Strong analytical skills using data and user feedback to drive scalable service outcomes.
• Excellent communication and inclusive leadership to inspire large teams.

Responsibilities

• Lead and scale the US User Safety Support organization.
• Design and implement service delivery and escalation models balancing user experience and safety.
• Own end-to-end performance metrics and OKRs (CSAT, SLA, resolution rate, 24/7 coverage).
• Structure and optimize support frameworks for account access, reporting, policy inquiries, and safety incidents.
• Collaborate with Trust & Safety, Product, Policy, Operations, and Legal across regions.
• Mentor leaders and promote a culture of operational rigor and continuous learning.

Skills

Bachelor’s degree

Operations leadership

Cross-functional collaboration

Data-driven analysis

Executive communication

Team development

Education

Bachelor’s degree or equivalent

Job description

Responsibilities

About the Team

As the Head of US User Safety Support, you will lead and scale the user support organization responsible for delivering a high-quality, resilient, and secure support experience for general users (UGC) across the TikTok platform. Serving as a critical bridge between our community and the platform, your team plays a pivotal role in resolving user issues at scale while reinforcing platform trust, safety, and service reliability. The ideal candidate is a visionary leader with a passion for user experience, a track record of driving operational excellence, and a commitment to fostering a high-performing team culture.

As the US UGC ecosystem continues to grow in scale and complexity, you will design and execute the overarching support strategy, operating model, and organizational architecture for general user support. This role requires a strategic leader who can drive service excellence under high scrutiny situations, manage high-stakes and critical escalations with sound judgment, and partner effectively with Trust & Safety, Product, and Policy teams to improve the end-to-end user experience and ecosystem health.

You will oversee an organization of managers and specialists driving day-to-day operations. Your mandate includes ensuring accurate and efficient query resolution, supporting new feature launches, and continuously elevating SOPs, quality assurance, and training programs to meet evolving platform needs.

Responsibilities

Strategic Leadership

• Lead the overarching US User Safety Support organization, architecting organizational design, service models, and operational governance to deliver high quality, scalable support for general users.
• Design and implement robust service delivery and escalation models that harmoniously balance user experience, operational efficiency, and platform safety across a massive, diverse user base.

Operational Excellence

• Own end-to-end performance metrics and OKRs, including User Satisfaction (CSAT), quality assurance standards, SLA adherence, resolution rate, and around-the-clock support coverage.
• Structure and continuously optimize support frameworks addressing user touchpoints, including account access, reporting, content/policy inquiries, enforcement appeals, and critical safety incidents.

Cross-Functional Impact

• Drive strategic, cross-functional engagement with Trust & Safety, Product, Policy, Trust & Safety Moderation, Operations, and Legal teams across regional and global footprints to safeguard ecosystem health.
• Transform recurring user pain points and support-driven insights into actionable upstream improvements, driving product optimizations, 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, continuous learning, and service excellence.
• Stay ahead of industry trends, and trust & safety best practices, benchmarking and elevating TikTok’s user support capabilities against global 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, or Trust & Safety teams within an accelerating technology, internet, or digital platform environment.
• Deep understanding of user-facing operations, platform dynamics, and community health challenges inherent to UGC, social media, or mass-scale digital products.
• Proven track record of high-impact cross-functional collaboration, with the ability to navigate matrixed global organizations and drive strategic alignment among Product, Policy, and Legal teams.
• Exceptional analytical horsepower; mastery of using complex data, operational signals, and user feedback to diagnose systemic 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.

Preferred Qualifications

• Specialized experience within Trust & Safety operations, encompassing appeals governance, policy enforcement, account integrity, abuse prevention, and platform risk management.
• Proven experience designing and optimizing tiered, multi-channel support structures across both in‑house teams and third‑party outsourced vendor partners (BPOs).
• A strong track record of driving process redesign, implementing automation/AI tools, and leading large-scale operational transformation to maximize efficiency.
• Experience steering regional initiatives within a fast‑paced, around‑the‑clock global matrixed organization, bridging localized 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