US User Support Site Manager

Nashville, TN

Responsibilities

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices, including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

The Site Manager, User Support will lead the US User Support Team under the US User Operations umbrella, helping to establish TikTok as our users’ favorite daily experience. We're looking for an experienced customer service leader who is passionate about building teams and structure to bring a world-class experience to TikTok users.

What you'll do:

Lead a high performing team of User Support professionals operating 7 days/week to respond timely and with quality to internal stakeholders and end users.
Oversee hiring and onboarding for all staff.
Develop and scale direct to end-user support and related operational support teams.
Manage a talent pipeline through coaching, training and performance management.
Regularly asses the efficiency and effectiveness of policies and processes. Recommend and execute improvements.
Track and analyze key performance metrics. Identify trends and develop and implement data-backed solutions to optimize inefficiencies.
Build and develop strong relationships with global stakeholders continually ensuring consistency in practice and visibility into the Site's achievements. Partner to iterate on existing policies, processes, and tools resulting in an improved experiences for staff and users.
Represent the voice of the user internally. Build continuous feedback loops with key stakeholders to share user insights and suggest product iterations based on user feedback.
Shape team strategy and execute on team objectives using complex project management, cross-functional collaboration, and data-driven decision making.
Work collaboratively with global leaders to ensure consistency in practice and alignment with the Company’s mission, values, and goals.

Qualifications

Who you are

A dynamic leader with at least 7+ years relevant management experience in a support or operations team.
Previous experience managing a large multi-layered organization is a plus.
You have previous experience guiding a new team through changes to mature operation.
You have experience with or strong excitement for a startup experience - you thrive working at a fast pace.
You embody a user-first mindset. You consistently out yourself in the shoes of our users and make decisions with the user in mind.
Used to operating with a data-driven mindset. You have the proven ability to use thoughtful business judgement in decision making, perform analysis, highlight key learnings, and form and execute a strategy.
You have exceptional communication skills. You're candid and clear and have a track record of communicating effectively to build trust in relationships, inspire a large and growing team, influence stakeholders and represent the team.
You're naturally organized and have stellar time-management skills. You're skilled at prioritization.
Comfortable working independently and with a team.

Qualifications

Bachelor's degree or equivalent work experience
7+ years experience in a user focused customer service function and people management
Expert use of CRM software, Google Sheets/Excel
Strong analytical skills, attention to details, highly self-driven and results-oriented
Experience building a customer experience team from the ground up is a plus
Experience working with international partners in different time zones is a plus

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at USRC@tiktok.com