Head of Creator Support, Customer Support - Trust and Safety - Los Angeles
Apply NowCompany: TikTok
Location: Los Angeles, CA 90011
Description:
Location :
Los Angeles
Employment Type :
Regular
Job Code :
A39752A
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Responsibilities
About the Team As the Head of Creator Support, you will be leading and managing the creator support team, ensuring the delivery of high-quality customer support to our creators. This role is pivotal in ensuring exceptional creator experience by developing and executing a comprehensive customer support strategy. You will focus in particular on our professional creators. The ideal candidate will demonstrate a passion for customer experience, drive operational excellence, and foster a high-performing team culture. Your team will provide specialized assistance tailored to our creators' unique needs, which includes and is not limited to dedicated support to address their specific queries quickly and efficiently, extend support for the launch of our product features, support the SOP and quality improvement programs. You are passionate about the users and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in leading operations space. Responsibilities: - Drive operational and execution rigor for all creator support's workflows and initiatives; - Monitor and analyze key performance indicators (KPIs) to enhance creator experience by improving support efficiency and effectiveness; - Develop and implement creator support strategies that align with company goals and enhance creator satisfaction; - Act as a primary point of contact for escalating creator issues, ensuring resolution and creator satisfaction; - Manage a team of team leaders and support specialists, ensuring high levels of engagement, performance, and development; - Own and drive Cross functional engagement critical for the success of the Creator support team; - Partner with functional teams to establish and iterate on policies, procedures, training and quality process that promote a customer-centric approach, ensuring compliance with company standards, putting our creators at the center of our goals; - Collaborate with other departments, such as product and engineering, to resolve complex creator issues; - Stay informed about industry trends and best practices, applying insights to improve creator support delivery; - Foster a culture of continuous improvement within the creator support team.
Qualifications
Minimum Qualifications: - 5+ years of experience in customer support operations - 5 years in a leadership role - Strong analytical skills with a data-driven decision-making mindset; - Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels; - Proven track record of driving operational efficiency and improving customer satisfaction metrics; - Experience in managing large-scale customer support teams and budgets; - Proficiency in customer support technologies and tools. Preferred Qualifications: - Knowledge of social media platforms and community management; - Product experience is a plus; - Experience in data analysis and reporting; - Strong problem-solving abilities and a passion for innovation in customer support.
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $172900 - $327180 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, 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 in order to ensure a truly person-centred, innovative and integrated approach.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
Apply to this job
Los Angeles
Employment Type :
Regular
Job Code :
A39752A
Apply to this job
Share this listing:
Responsibilities
About the Team As the Head of Creator Support, you will be leading and managing the creator support team, ensuring the delivery of high-quality customer support to our creators. This role is pivotal in ensuring exceptional creator experience by developing and executing a comprehensive customer support strategy. You will focus in particular on our professional creators. The ideal candidate will demonstrate a passion for customer experience, drive operational excellence, and foster a high-performing team culture. Your team will provide specialized assistance tailored to our creators' unique needs, which includes and is not limited to dedicated support to address their specific queries quickly and efficiently, extend support for the launch of our product features, support the SOP and quality improvement programs. You are passionate about the users and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in leading operations space. Responsibilities: - Drive operational and execution rigor for all creator support's workflows and initiatives; - Monitor and analyze key performance indicators (KPIs) to enhance creator experience by improving support efficiency and effectiveness; - Develop and implement creator support strategies that align with company goals and enhance creator satisfaction; - Act as a primary point of contact for escalating creator issues, ensuring resolution and creator satisfaction; - Manage a team of team leaders and support specialists, ensuring high levels of engagement, performance, and development; - Own and drive Cross functional engagement critical for the success of the Creator support team; - Partner with functional teams to establish and iterate on policies, procedures, training and quality process that promote a customer-centric approach, ensuring compliance with company standards, putting our creators at the center of our goals; - Collaborate with other departments, such as product and engineering, to resolve complex creator issues; - Stay informed about industry trends and best practices, applying insights to improve creator support delivery; - Foster a culture of continuous improvement within the creator support team.
Qualifications
Minimum Qualifications: - 5+ years of experience in customer support operations - 5 years in a leadership role - Strong analytical skills with a data-driven decision-making mindset; - Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels; - Proven track record of driving operational efficiency and improving customer satisfaction metrics; - Experience in managing large-scale customer support teams and budgets; - Proficiency in customer support technologies and tools. Preferred Qualifications: - Knowledge of social media platforms and community management; - Product experience is a plus; - Experience in data analysis and reporting; - Strong problem-solving abilities and a passion for innovation in customer support.
Job Information
[For Pay Transparency]Compensation Description (Annually)
The base salary range for this position in the selected city is $172900 - $327180 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, 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 in order to ensure a truly person-centred, innovative and integrated approach.
TikTok Accommodation
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/RA-request
Apply to this job