What are the responsibilities and job description for the Senior Customer Support Associate - USDS position at TikTok USDS Joint Venture?
Responsibilities
About the Role
We are looking for a Subject Matter Expert (SME) to join the USDS Creator Support team. This isn't just a support role; it is a high-impact position designed for a strategic problem-solver who thrives in the "gray space."
As an SME, you will serve as the technical and operational anchor for the team. You will go beyond the workstream to identify structural gaps, drive cross-functional projects, and elevate the performance of those around you. We are looking for a professional with high agency, someone who can take a vague objective, build a roadmap, and execute with minimal oversight.
Responsibilites
- Operational Authority: You will be the definitive source of truth for creator policies and proprietary tools. You don’t just follow SOPs; you refine, challenge, and evolve them to meet the needs of a fast-changing environment.
- Strategic "Gap-Filling": You will proactively identify friction points in the creator journey and the internal workflow. You have the autonomy to "stretch" into various project lanes to build solutions where none currently exist.
- Project Leadership: You will lead high-priority initiatives from ideation to delivery. Whether it's tool migration, a policy overhaul, or a new creator program launch, you own the execution and the results.
- Talent Multiplier: You will enable better talent across the organization. By providing high-level mentorship, creating knowledge-sharing frameworks, and acting as a technical escalation point, you raise the ceiling for the entire team.
- High-Stakes Execution: While you understand the workstream deeply, your focus is on resolving the most complex, nuanced creator issues that require a "human-first" approach and sophisticated decision-making.
Who You Are
- Self-Sufficient & Agile: You thrive in a "low-direction, high-output" environment. You don’t wait for a manual; you build one.
- Systems Thinker: You look past the immediate ticket to see the underlying pattern. You are obsessed with efficiency and "first-touch" excellence.
- Adaptable Specialist: You are comfortable pivoting between deep-dive technical work and high-level project management. You "flex" into whatever the team needs most at any given moment.
- Culture Lead: You represent the USDS mission of security and joy. You lead by example, maintaining a solution-oriented presence.
Qualifications
Minimum Qualifications
- Minimum 2 years experience in user support, operations, or a specialized customer experience role.
- Proven track record of leading projects or workstreams from start to finish.
- Deep experience with CRM systems and a "power-user" ability to master proprietary internal tools quickly.
- Exceptional written and verbal communication skills, with the ability to translate complex policy into clear, empathetic guidance.
- Ability to work independently and make high-stakes decisions without constant supervision.
- High School Diploma or equivalent
Preferred Qualifications:
- Experience in a high-growth tech or social media environment
- Literacy of internet culture and user behavior on social media
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
USDS Reasonable Accommodation
USDS 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/USDS-RA
About the Role
We are looking for a Subject Matter Expert (SME) to join the USDS Creator Support team. This isn't just a support role; it is a high-impact position designed for a strategic problem-solver who thrives in the "gray space."
As an SME, you will serve as the technical and operational anchor for the team. You will go beyond the workstream to identify structural gaps, drive cross-functional projects, and elevate the performance of those around you. We are looking for a professional with high agency, someone who can take a vague objective, build a roadmap, and execute with minimal oversight.
Responsibilites
- Operational Authority: You will be the definitive source of truth for creator policies and proprietary tools. You don’t just follow SOPs; you refine, challenge, and evolve them to meet the needs of a fast-changing environment.
- Strategic "Gap-Filling": You will proactively identify friction points in the creator journey and the internal workflow. You have the autonomy to "stretch" into various project lanes to build solutions where none currently exist.
- Project Leadership: You will lead high-priority initiatives from ideation to delivery. Whether it's tool migration, a policy overhaul, or a new creator program launch, you own the execution and the results.
- Talent Multiplier: You will enable better talent across the organization. By providing high-level mentorship, creating knowledge-sharing frameworks, and acting as a technical escalation point, you raise the ceiling for the entire team.
- High-Stakes Execution: While you understand the workstream deeply, your focus is on resolving the most complex, nuanced creator issues that require a "human-first" approach and sophisticated decision-making.
Who You Are
- Self-Sufficient & Agile: You thrive in a "low-direction, high-output" environment. You don’t wait for a manual; you build one.
- Systems Thinker: You look past the immediate ticket to see the underlying pattern. You are obsessed with efficiency and "first-touch" excellence.
- Adaptable Specialist: You are comfortable pivoting between deep-dive technical work and high-level project management. You "flex" into whatever the team needs most at any given moment.
- Culture Lead: You represent the USDS mission of security and joy. You lead by example, maintaining a solution-oriented presence.
Qualifications
Minimum Qualifications
- Minimum 2 years experience in user support, operations, or a specialized customer experience role.
- Proven track record of leading projects or workstreams from start to finish.
- Deep experience with CRM systems and a "power-user" ability to master proprietary internal tools quickly.
- Exceptional written and verbal communication skills, with the ability to translate complex policy into clear, empathetic guidance.
- Ability to work independently and make high-stakes decisions without constant supervision.
- High School Diploma or equivalent
Preferred Qualifications:
- Experience in a high-growth tech or social media environment
- Literacy of internet culture and user behavior on social media
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
USDS Reasonable Accommodation
USDS 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/USDS-RA