Responsibilities
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 subsidiary 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.
Team Intro
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 looking for a self-motivated people leader to join our Phoenix office. The right individual is excited to work in a fast-paced environment at the intersection of technology and entertainment.
The User Support Manager will be skilled in both people and project management. They'll oversee 4 Support Leads who manage our front-line Associates as well initiatives related to continuous improvement. The Support Manager will be responsible for bringing an analytical mindset to goal-setting and shaping the future of the team, all the while creating an atmosphere where ownership, innovation and inclusion are championed. Success in the role will be measured by your team's performance.
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.

• Effectively manage Team Leads through motivational leadership. Set clear expectations, hold your team accountable to executing against them, provide ongoing feedback, and real-time coaching.
• Create a collaborative and highly productive work environment for a diverse team through clear communication and process-implementation.
• Set objectives and key results on a bi-monthly basis to guide your team towards meeting our team's mission and business objectives.
• Grow your team as needed, working closely with our Talent Acquisition and HR partners to hire and onboard high-level talent who are TikTok-obsessed and passionate about engaging with our community of users.
• Act as a subject matter expert in support handling escalations from your team with timeliness and a focus on coaching.
• Identify opportunities for improvement in the efficiency of our processes and quality of our work. Effectively identify root causes and implement scalable solutions. Influence change across global teams.
• Collaborate with cross-functional partners such as Trust and Safety, Legal, and Product teams to drive shared initiatives that result in a superior user experience.

Qualifications
Minimum Qualifications

• 4 years of people management experience and a demonstrated track record of managing a high performing support team.
• Experience in setting clear goals and KPIs for teams and individuals, leading to improved productivity or achievement of performance targets
• Passion for user-centric thinking, evidenced by successful user-driven product improvements or enhancements
• Demonstrated ability to differentiate between user error and technical issues, resulting in decreased user complaints or increased user satisfaction.

Preferred Qualifications

• Proven ability to thrive in an ambiguous environment, setting and prioritizing goals independently.
• Track record of operating with urgency and embracing high-value goals, resulting in successful project delivery within mandated timelines or exceeding performance expectations.
• Effective people and project management skills, leading to outcomes such as improved team efficiency or successful project implementations.
• Strong inclination towards data-driven decision-making, evidenced by successful initiatives driven by data insights.

D&I Statement
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.
Accommodation Statement
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://shorturl.at/ktJP6
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.