Job Description
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 that is at the forefront of this mission.
As a Creator & User Excellence Specialist within the Customer Support team, you will be part of a team that drives cross-functional service governance and continuous improvement for user and creator support. You will 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. This shared intelligence enables faster issue detection, better resource prioritization, and more effective decision-making across teams.
You will also be responsible for leading root-cause analyses (RCAs), shaping prioritization frameworks, and driving end-to-end remediation from problem definition through implementation. This includes strengthening operational health, supporting incident response and post-incident follow-through, and improving Customer Support north star metrics through structured program management. You will establish tools, governance mechanisms, and scalable processes to manage top-priority issues, while identifying opportunities to streamline workflows and increase intelligent automation across support operations.
You are passionate about elevating the user and creator support experience and enjoy turning complex operational pain points into scalable solutions. You combine analytical rigor with strong execution, and you are comfortable moving between investigations, stakeholder alignment, program delivery, and process design. Your background is grounded in problem solving, program or project management, operational excellence, and cross-functional collaboration, with a strong appreciation for customer support and user safety.
Responsibilities
- Feedback Loop Operations and Optimization:
- Support feedback loop operations, ensuring smooth day to day operational functionality including the intake, triage and prioritisation flows, leveraging analytical skills to enrich feedback and quantify priorities based on business impact
- Support ongoing iteration of the feedback loop—identify bottlenecks and painpoints, and recommend improvements to boost efficiency and impact
- Collaborate with XFN partners (Product, Policy, Security, T&S) to design new workflows that close discovered gaps / painpoints or increase the comprehensiveness of feedback received
- RCA, prioritization and remediation execution:
1. Root Cause Analysis: Conduct deep dives into recurring or high-severity issues, identify root causes across people, process, policy, and platform dimensions, and define data-driven recommendations to prevent future occurrences.
2. Prioritization & Impact Assessment: Quantify user, creator, and business impact to prioritize the most important pain points, using data and structured judgment to inform sequencing and resource allocation.
3. Cross-Functional Solutioning & Service Governance: Facilitate solution design sessions, define mid- and long-term fixes, and influence executive stakeholders to secure buy-in, clarify ownership, and prioritize implementation across Customer Support and XFNs.
4. Remediation Program Delivery: Build and execute remediation plans in partnership with relevant XFNs (content, process/policy, product management, data analytics, operations, other support teams, and engineering) to address recurring escalations and systemic gaps. Plan, pilot, iterate, and drive implementation of approved solutions, including hypercare support, while monitoring key metrics to validate impact and detect unintended consequences.
- Operational Health, Incident Readiness & Data-Driven Decision Making: Monitor key metrics, analyze trends, support structured responses to high-impact incidents, and use insights to influence process enhancements and operational strategies.
- User-Centric Advocacy, Automation & Scalability: Act as a voice for users and creators, ensuring their concerns are understood and addressed in support services and product improvements, while identifying opportunities to streamline workflows, standardize practices, and scale support through automation.
