Deputy Head of Customer Support Functions - USDS

Deputy Head of Customer Support Functions

• USDS TikTok
• 3.3 San Jose, CA Job Details $132,000
• $248,400 a year 1 hour ago Benefits Paid parental leave Paid holidays Disability insurance Health insurance Dental insurance RSU Parental leave Vision insurance 401(k) matching Life insurance Paid sick time Qualifications Managing technical support teams Performance dashboards Team supervision Managing teams in a customer support role Six Sigma methodology implementation Managing data teams Frontline customer support management Reporting and dashboarding tools Global team management Technology management Customer support Operational excellence initiatives International corporation experience Process improvement planning Customer satisfaction improvement Workforce management Data analytics technologies Managing quality assurance teams

Full Job Description San Jose Regular Operations Job ID:

A229284 Responsibilities As the Head of US Support Functions, you will be leading and managing the multidisciplinary team, driving operational excellence and empowering world-class customer service teams. This role is pivotal in leading and optimizing the core functions that power our customer service operations: Quality Programs, Training, Workforce Management, Tech. Program Management, and Reporting & Insights. This is a high-impact leadership role where you will shape the backbone of our service delivery, ensuring consistency, scalability, and customer-centric performance across all support touchpoints. Join us in redefining how support organizations deliver value to both users, creators and internal teams. You are passionate about the users and creator support experience and switch readily from thinking strategically about problem definition to managing tactical investigation and resolution decisions. Your background and professional expertise are grounded in areas related to customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in leading operations and functions space. Responsibilities Strategic Leadership

• Define and execute the vision and roadmap for all customer support functions.
• Act as a strategic partner to customer support leadership and cross-functional stakeholders (Product, Engineering, etc.

), to drive customer experience and productivity by, in particular in partnership with

Product:

• Supporting CS agents' continuous improvements
• Driving the AI automation transformation of Customer support
• Drive continuous improvement and deliver critical projects/priorities for Customer support that address main user/creator and agents' pain points Team Oversight and Collaboration
• Lead and mentor a diverse team, including but not limited to areas such as SOPs (human and AI), Quality Management, Training and Onboarding, Capacity Planning, Workforce and Queue Management, Reporting and Insights, and Technical Program Management.
• Align teams toward common performance goals and foster a culture of accountability, innovation, and growth.
• Partner and deliver for front line teams on their major pain points and improvement opportunities. Drive deep customer subject matter expertise within the team Operational Excellence
• Oversee the design and implementation of robust quality programs and feedback loops to ensure high service standards.
• Ensure training and knowledge programs are current, effective, and adaptive to changing products and customer needs.
• Optimize workforce planning and scheduling through data-driven forecasting and capacity modeling.
• Develop efficient workflows and playbooks to standardize service delivery across channels and regions.
• Drive technology adoption and improvements via program management and systems optimization. Data-Driven Decision Making
• Lead the reporting and analytics team to deliver actionable insights and operational dashboards on metrics
• Support leadership decision-making through accurate, real-time operational metrics and forecasting. Qualifications Minimum Qualifications
• 5+ years of experience in customer support operations, with experience in a leadership role.
• Experience in managing global teams in areas such as training, QA, WFM, analytics, and process improvement and budgets.
• Deep understanding of customer support processes, workforce optimization, and quality assurance frameworks (e.g., COPC, Six Sigma).
• Strong analytical mindset with experience in dashboarding tools and WFM platforms.
• Demonstrated success in transforming support operations through technology, data, and continuous improvement initiatives.
• Exceptional communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Proven track record of driving operational efficiency and improving customer satisfaction metrics. Preferred Qualifications
• Product experience
• Knowledge of social media and community management
• Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
• Your resilience and commitment to self-care to manage the emotional demands of the role. Job Information 【For Pay Transparency】Compensation Description (Annually) The base salary range for this position in the selected city is $132000
• $248400 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure). The Company reserves the right to modify or change these benefits programs at any time, with or without notice. For Los Angeles County (unincorporated)

Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and 3. Exercising sound judgment. 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