Customer Support Operations Lead, User Safety

About the Team

As the Customer Support Operations Lead, User Safety, 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.

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.