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Tik Tok

Customer Support Lead

• USDS

3+ months ago• Scottsdale, AZ
Viewed on February 1, 2026
Apply on company site

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

• Size: 5001-10000 employees
• Industry: Entertainment & Gaming, Social Media, Technology

View Company Profile:

Responsibilities:

About the Team:

Our Customer Support Team is responsible for providing timely, high-quality support to the Tik Tok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We're looking for a self-motivated people leader to join our Scottsdale, AZ office.

Reporting to the Customer Support Manager, the Customer Support Operations Lead will guide a team of 12-15 Associates in delivering best-in-class user experience. This role is for a passionate and people-focused leader who thrives in a fast-paced, ambiguous environment and is motivated to drive impactful change and continuous operational improvement.

This role performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this team 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 abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

Responsibilities:

• Own the success of your team (12-15 people): Deliver against productivity and CSAT metrics, while practicing hands-on leadership by working through escalated and sensitive cases from your team.
• Drive operational excellence: Identify and execute strategic projects and initiatives to enhance team efficiency through automation, quality of work, and overall user experience, even with limited information.
• Develop your team: Evaluate team member performance on an ongoing basis, provide real-time feedback, and create and lead regular coaching sessions to consistently improve performance and professional growth.
• Collaborate for impact: Work collaboratively with cross-functional (XFN) partners and external vendors to ensure a safe, consistent, and ever-improving experience for our users.
• Stay current on policy: Stay up-to-date on the latest user support policies and educate your team consistently so that you're always offering the most comprehensive support possible.
• Analyze and act on data: Gather, analyze, and present data to understand and improve upon the team's efficiency and impact of work, identify trends, and iterate on processes and/or escalate product feedback.

Qualifications:

• Minimum Qualifications
• Bachelor's degree or equivalent work experience.
• 5+ years of experience in a user-focused customer service function with 2+ years of people management.
• Expert use of CRM software, Google Sheets/Excel.
• Strong analytical skills, attention to detail, highly self-driven, and results-oriented.
• Experience working with international partners in different time zones.

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• By signing up, you agree to our Preferred Qualifications
• Experience building a customer experience team from the ground up.
• Experience working with Business Process Outsourcing (BPO) partners.
• Familiarity with Trust and Safety policies and their application in user support.
• Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role.

Client-provided location(s): Scottsdale, AZJob ID: Tik Tok-7538845346568358162Employment Type: OTHERPosted: 2025-08-19T20:08:57Apply on company site

Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

Hear directly from employees about what it is like to work at Tik Tok.
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Next Up Tik Tok Client Provided Video 101:20

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Linkhttps://cdn.jwplayer.com/previews/LVcpvjZACopied

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More Videos

• 02:18Working at Tik Tok- Get Ready With Ali01:20Tik Tok Client Provided Video 100:33Client Provided Video 2 - Tik Tok02:07Working at Tik Tok
• Limitless Possibilities01:41Working at Tik Tok
• Women's Community01:31Working at Tik Tok
• Women's Empowerment01:45Working At Tik Tok
• BLXCK01:27Working at Tik Tok
• Diversity, Equity and Inclusion with BLXCK
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