Responsibilities
About the Team We provide safety and support services to TikTok’s global creator community across creator reward program, verification, account access and support, account-level safety, minor protection, platform verification, and emerging product support capabilities. We manage creator feedback channels including in-app/webform support, in-app appeals, and internal form requests, powered by a Tier 1 BPO and Tier 2 in-house resourcing model. TikTok’s Creator Support Team is expanding globally, and we’re looking for a Team Lead who will also serve as the Line of Business (LOB) owner — overseeing our support efforts related to a specific workflow. This dual-role opportunity will have frontline leadership responsibilities for a team of Creator Specialists while also scaling and owning a key line of business that influences our creator perception, product development, and compliance posture. Key Responsibilities - Lead and manage a team of 10+ User Specialists, overseeing performance, coaching, scheduling, and morale; - Act as point of contact and escalation for operational or people-related issues, ensuring timely and efficient resolution; - Own the Line of Business strategy and implementation operations, ensuring high-priority feedback is reviewed, acted upon, and tracked; - Build a feedback loop across cross-functional teams (Product, Safety, Engineering, Comms, Marketing) based on patterns on CSAT; - Establish and scale response frameworks, localization guidelines, and analytics dashboards for the feedback channels; - Drive the creation of structured, data-driven insights reports to influence product and policy direction. - Monitor ticket queues and ensure SLAs are met for timeliness, quality, and resolution; - Facilitate weekly team meetings and regular 1:1s to review performance, development, and operations excellence; - Lead team-based improvement initiatives to drive quality, efficiency, and a stronger user experience.
Qualifications
Minimum Qualifications: - Bachelor’s degree or equivalent experience in trust & safety, user operations, social media, or support leadership in a major tech or media company; - Minimum 3 years in a leadership role (Team Lead, Supervisor, Manager), ideally in high-volume support or user operations; - Ability to design and scale feedback loops that translate user sentiment into actionable insights for cross-functional teams; - Skilled in using dashboards or analytics tools to monitor performance and business impact; - Proven people leadership abilities with strong coaching, development, and performance management experience. Preferred Qualifications: - Experience managing social media and/or app store feedback channels at scale — including data reporting, sentiment analysis, and stakeholder comms; - Strong time and resource management skills; thrives in dynamic and fast-moving environments; - Clear, persuasive communicator.
Job Information
【For Pay Transparency】Compensation Description (Annually)

The base salary range for this position in the selected city is $74480 - $144400 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 TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok’s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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.
Trust & Safety

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee’s journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
TikTok Accommodation

TikTok 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/RA-request

Please refer the Job description for details