User Support Operations Specialist - USDS

About TikTok U.S. Data Security

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.



Why Join Us

Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

Join us.



Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We're seeking a highly organized and proactive Operations Specialist to join our User Support Operations team. This role is responsible for optimizing day-to-day operations, coordinating across user support teams, and driving process improvements. The ideal candidate is analytical, detail-oriented, and enjoys solving problems in a fast-paced, dynamic environment. They will work closely with cross-functional teams to ensure efficient workflows, accurate reporting, and adherence to North Star metrics.



In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.



Responsibilities

- Collaborate with internal and external stakeholders to lead operational projects and ensure alignment with business goals. This includes managing project timelines, tracking deliverables, and supporting the team to ensure readiness for new product launches.

- Oversee day-to-day tooling and process management, including permissions, troubleshooting, and optimization efforts. Work cross-functionally to resolve issues and improve the efficiency of workflows across multiple teams.

- Continuously assess operations through audits and data analysis, identifying areas for process improvements and implementing changes to enhance team performance. This involves ensuring that all operational tasks are executed efficiently and in line with organizational objectives.

- Monitor and report on key performance metrics, including SLA adherence, to ensure high-quality service delivery across user support teams. Regularly track trends, identify potential issues, and escalate them as necessary to maintain operational standards.

- Support the development and maintenance of Standard Operating Procedures (SOPs) to ensure consistency across internal and external processes, and act as a point of contact for escalations that require deviations from established guidelines.