US User Safety Support Leader — Scale & Trust

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

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