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.
About the Role
As the Creator Quality Operations Lead, you will lead a team of Quality Assurance Specialists, handling day-to-day management, escalations, feedback and performance, driving quality assurance and improvement initiatives for our Customer Support organization. Our QA teams audit and review Customer Support in-house and BPO teams, handling appeals, audits, feedback, and providing support on ad hoc policy/SOP questions. You will work closely with key stakeholders across the organization to build and refine processes that ensure the highest standards of service delivery for our customers.
Key Responsibilities:
- You will lead and manage a team of Quality Assurance Specialists, providing support, duty of care and instill a performance culture;
- You will collaborate with cross-functional partners (Operations, Policy & Process, Quality Programs, Training, Product & Platform Management, Reporting etc.) to identify, assess and resolve customer support-related issues in our products and services, promoting best in class support experiences for the Creator Community;
- You are responsible for providing feedback and analysis on Policy/SOP updates to identify areas of improvement and potential gaps.
- Support the training team in designing programs, while surfacing areas for optimising performance support tools, to ensure all customer support staff are well-equipped with the knowledge, skills, and processes needed to meet quality standards.
- Leverage data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), first contact resolution (FCR), resolution time and developing metrics, while using these insights to drive continuous improvement. Deliver actionable insights through detailed analysis and reporting to inform decision-making at all levels.
- Act as the voice of the customer by collecting, analyzing, and applying customer feedback to enhance service quality and overall support experience. Work with cross functional partners to identify and address recurring issues affecting customers.
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