Creator & User Excellence, Customer Support - Trust and Safety

**Responsibilities**:
About the team TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. About the role As a Creator & User Excellence Specialist within the Customer Support team, you will be a part of a team responsible for the Customer Support internal feedback loop which seeks to consolidate the various voice of customer insights which XFN teams are exposed to. You will work cross-functionally with product managers, program managers, operations, policy, and communications teams to ensure seamless capture of their feedback for internal processing, validation, triaging and prioritisation. This shared feedback intelligence will enable teams to react quickly by serving as an early warning and also align priorities for resource allocation. You will also be responsible for leading root-cause analyses (RCAs), and driving end-to-end systemic solutions ideation through delivery, improving the Customer Support north star metrics, bringing expertise in project and program management to drive large scale complex XFN initiatives. You will establish tools and processes to effectively manage and resolve top priority issues raised from various input channels. You will monitor trends, patterns, find gaps and use data and problem statements to influence cross functional teams to make necessary improvements in support services and processes. You are passionate about the user and creator support experience and enjoy managing tactical investigations and RCAs with an analytical data driven approach. You aspire to make a tangible impact on customer satisfaction and opertional efficiency. Your background and professional expertise are grounded in areas related to problem solving, program management and project delivery, with a keen appreciation of customer support and user safety and you have demonstrated this through a track record of achievements. Responsibilities: - Feedback Loop Operations and Optimization: - Support feedback loop operations, ensuring smooth day to day operational functionality including the intake, triage and prioritisation flows, leveraging analytical skills to enrich feedback and quantify priorities based on business impact - Support ongoing iteration of the feedback loop—identify bottlenecks and painpoints, and recommend improvements to boost efficiency and impact - Collaborate with XFN partners (Product, Policy, Security, T&S) to design new workflows that close discovered gaps / painpoints or increase the comprehensiveness of feedback received - Root cause analysis and remediation plan: 1. Root Cause Analysis: Conduct deep dives into recurring issues, identify root causes, and propose data-driven solutions to prevent future occurrences. 2. Operational Analysis & Process Optimization: Identify inefficiencies in current processes and recommend improvements to enhance platform support services. 3. Cross-Functional Solutioning: Facilitate solution design sessions, recommending mid
- and long-term fixes, Influence senior stakeholders to secure buy-in and prioritize solution deployment 4. XFNs aligned remediation plans: Build remediation plans in partnership with relevant XFNs (content, process/policy, product management, data analytics, operations, other support teams and engineering team) to address recurring escalations. Plan, pilot, iterate, and execute global roll-outs of approved solutions, including hypercare support. Monitor key metrics to validate improvements and detect any unintended impacts. - Data-Driven Decision Making: Monitor key metrics, analyze trends, and use insights to influence process enhancements and operational strategies. - User-Centric Advocacy: Act as a voice for users and creators, ensuring their concerns are understood and addressed in support services and product improvements.

**Qualifications**:
Minimum Qualifications: - 5 years of experience in operational support within Customer Service, Trust & Safety, or similar areas in online platforms. - Experience in understanding operational workflows including intake, prioritisation and resolution. Experience / exposure to customer support related workflows is a plus - Track record in problem solving complex challenges, using formal RCA methodologies (5-Whys, fishbone, etc.) and in questioning the status quo - Excellent communication, stakeholder management, and project management skills, able to build and execute multi-stakeholder plans, manage risks, and deliver on schedule - Proven ability to work effectively under pressure, demonstrating problem-solving skills and drive decision-making. - Strong analytical mindset with experience in performing analysis and prioritising with ambiguity, conducting RCA and developing actionable insights. - Passion for improving user and creator experiences on digital platforms, and a self-s