User Support Manager

If you're interested, please apply to the job directly to TikTok through the link here: https://careers.tiktok.com/position/7200134917489117499/detail?spread=ST56GKK 

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, Singapore, Jakarta, Seoul and Tokyo. 

Why Join Us

At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team

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 Los Angeles office. 

The User Support Manager will be skilled in both people and project management. They'll oversee 4+ Support Leads (across 3 time zones) 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. 

Responsibilities

- 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, process-implementation, and a healthy dose of fun.

- 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 changes across global teams.

- Build documentation to illustrate the team's success for executive and regional leadership. 

- Collaborate with cross-functional partners such as Trust and Safety, Partnerships, and Product teams to drive shared initiatives that result in a superior user experience. 

Qualifications

Who You Are

- Experienced people manager. You have 4+ years of people management experience and a demonstrated track record of managing a high performing support team. You're skilled in setting appropriate goals and tracking key performance metrics. You're experienced in managing high-performers evidence by a history of within-team promotions. 

- User-first.  You have a passion for thinking through challenges from the user perspective. Your daily work is driven by your commitment to users and the idea of driving iterations that delight TikTok users energizes you. You know the user experience because you enjoy it on a daily basis. Your level of familiarity with the user experience allows you to easily differentiate between user error and technical issue.

- Self-motivated. You thrive in an ambiguous environment by self-identifying goals and priorities.  You hold yourself accountable to operate with urgency and embrace high-value stretch goals over easy-to-reach targets. You know when to step back and re-prioritize your work. You're known for identifying problems and proactively creating solutions without being asked.  You've mastered balancing ongoing responsibilities with sudden challenges or unforeseen questions. 

- Organized thinker and communicator. You approach your work with a systems mindset, always creating processes and analyses that can be scaled, avoiding one-time builds. You take a thoughtful approach to difficult situations. You people and project manage effectively and proactive communication with stakeholders comes naturally to you. You love creating something from nothing and others love doing so with you.

- Analytical mindset. Your first instinct when solving a problem is always: what does the data say? You start every day by reviewing performance data. You can execute high level analysis using excel and gracefully translate numbers to bite-sized take-aways to inform a narrative. 

- Bachelor's degree or equivalent work experience

- 5+ years experience in a user focused customer service function with 4+ years of people management 

- Expert use of CRM software, Google Sheets/Excel, data reporting software

- Strong analytical skills, attention to details, highly self-driven and results-oriented

- Experience scaling a customer experience team is a plus

- Experience working with international direct reports and 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 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 recruiting.corp@tikok.com.