Global Safety and Support Lead

3 weeks ago

Singapur, Singapore TikTok Full time
{"title": "Global Safety and Support Lead", "content": "About the Role

We are seeking a highly skilled and experienced professional to lead our Global Safety and Support team. As the Creator & User Excellence Lead, you will be responsible for managing a team that provides operations support and analysis of platform issues for both internal and external stakeholders.

You will work closely with cross-functional teams, including product managers, program managers, operations, policy, and communications teams, to address support issues and gaps in current product and operations processes.

Your team will be responsible for monitoring alerts, conducting deep dives and investigations, and establishing tools and processes to effectively manage and resolve high-priority issues.

You will lead the monitoring of trends, patterns, and gaps, and develop solutions to address them. Based on your team's findings, you will use data and problem statements to influence other teams to make necessary improvements in safety and support services and processes.

We are looking for a passionate and strategic thinker who can switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions.

Responsibilities:

  • Build and lead a high-performing support excellence team
  • Manage cross-team relations and optimize process & analysis procedures
  • Collaborate with cross-functional partners to identify, assess, and resolve related issues
  • Influence product and policy development by providing key insights on vulnerabilities detected on the platform
  • Manage the performance and goals of your team, develop the roadmap, and take responsibility for key metrics

Minimum Qualifications:

  • Experience in managing operations support in Customer Service, Trust and Safety, or related areas
  • 5+ years of experience in managing and leading teams from diverse backgrounds and skillsets
  • Ability to work effectively in dynamic and fast-paced environments

Preferred Qualifications:

  • Excellent communication, influencing, and project management skills
  • Ability to translate action steps into a systematic process
  • Quantitative skills, data-driven mindset, SQL or Excel skills a plus

We recognize that keeping our platform safe for TikTok communities is a challenging and rewarding job that requires a unique set of skills and qualities. We are committed to providing comprehensive and evidence-based programs to promote and support physical and mental wellbeing throughout each employee's journey with us.

", "requirements": "Requirements

We are looking for a highly skilled and experienced professional with a strong background in customer support, user safety, or platform management.

You should have a proven track record of achievements in the support operations space and be able to bring out the best in a team.

Strong experience in bringing out the best in a team and fostering a collaborative working style in a fast-paced environment is essential.

You should be able to work effectively in dynamic and fast-paced environments, with strong interpersonal and communication skills to engage with different teams and senior leadership stakeholders.

", "benefits": "Benefits

We offer a comprehensive and evidence-based program to promote and support physical and mental wellbeing throughout each employee's journey with us.

We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions to ensure a truly person-centred, innovative, and integrated approach.

", "company": "TikTok"}

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