Creator & User Excellence Specialist, Customer Support

TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced, results-oriented individual to join the team at the forefront of this mission.

Responsibilities

• Creator & User Excellence Specialist within the Customer Support team, driving cross-functional service governance and continuous improvement for user and creator support.
• Consolidate voice-of-customer insights from Customer Support and XFN stakeholders, translate them into prioritized problem statements, and partner with Product, Program Management, Operations, Policy, Communications, and other teams to drive structured triage, alignment, and action.
• Lead root-cause analyses (RCAs), shape prioritization frameworks, and drive end-to-end remediation from problem definition through implementation, strengthening operational health and supporting incident response and pos...