Performance and Business Insights Lead, Customer Support - USDS

ResponsibilitiesWe are TikTok’s USDS Customer Support team, dedicated to delivering industry-leading support for our users and creators while safeguarding the U.S. user experience. We help inspire creativity and bring joy by operationalizing safety policies with rigor, proactively protecting our community through technology, and ensuring our support ecosystem remains trusted, compliant, and aligned with evolving U.S. regulatory expectations.As a Performance and Business Insights Manager, you will be leading and managing a team of insights analysts driving operational excellence and empowering world-class customer service teams. You and your team will play a pivotal role in supporting and delivering business insights from QA audits and CSAT reviews to internal stakeholders and business leaders and conducting ops wide analyses (RCA) and deep dives for all support queues. Furthermore, you will be responsible for ensuring that the QA results serve as valuable business intelligence, facilitating process enhancements, and addressing areas needing improvement.In this crucial position, you will propose evidence-based solutions, enabling your key partners to make informed decisions across the entire product and operations lifecycle of User Support queues.Responsibilities Lead organization-wide RCA, CSAT and operational performance analysis to understand quality of business operations. Consult the business and support key stakeholders to reveal operational inefficiencies within Support queues and uncover hidden problems beyond what is obvious. Support in Monthly Quality Report, and Monthly Business Reviews. Utilize visualization and descriptive information to connect disparate ideas into cohesive, well-grounded insights for scalable and intuitive reporting with the goal of better aligning internal processes within User Support queues. Support calibration process and support team scorecard process. Analyze quantitative and qualitative datasets from QA processes to generate impact-driven recommendations for department partners including Training, Projects, WFM. Own, manage, and in some cases, advocate business cases for the development of new tools to support the QA processes within customer Support. Collaborate and partner with stakeholders in data & analytics, to support the creation of tooling and a dashboard for the Quality Department Expert in processes including auditing, RCA, and calibration. Must be able to see beyond the spreadsheet and understand stakeholders’ requests and end goals in order to advise on short or long-term solutions. Develop automated reporting by ensuring data quality through documentation and providing quality assurance of delivered insights. Collaborate with both executive management and front-line employees in order to establish and maintain effective working relationships among queues and QA teams. Communicate effectively with technical and non-technical audiences both verbally and in writing Design and analyze product experiments and suggest a framework to communicate results.QualificationsMinimum Qualifications 3+ years experience in Trust & Safety, or similar industry experience 2+ years of quality assurance experience, reporting, analytics/ operational excellence Ability to use constructive and candid dialogue to influence others without relying on formal authority Takes a measured and thoughtful approach to difficult situations, be comfortable with ambiguity, and be able to bounce back quickly from team challenges Able to work with minimal supervision, taking ownership of work and completing tasks in a timely manner, while adapting rapidly to changing work environments, priorities, and organizational needs. Self-motivated individual with strong organizational and problem-solving skills, including the ability to transition between detailed data and high-level insights, as well as identify gaps in existing processes/ policies/procedures and ability to propose action plans to mitigate the issue. Experience in technical writing and technical communication.Preferred Qualifications: Knowledge of social media platforms 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 InformationAbout USDSTikTok 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 UsInspiring 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 & InclusionTikTok 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 AccommodationUSDS 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