Hiring: Head of US Live Safety Support - Customer Support Company: TikTok USDS Joint Venture Location: Scottsdale, AZ Job Posted Time: 2026-09-16 16:25:02 Employment Type: Hybrid Target Skills & Keywords : Quality Assurance, Risk Management, User Experience About the job Experience: •5+ years of progressive operations experience, with 5+ years in a strategic leadership role managing large-scale user support, customer experience, real-time operations, or Trust & Safety teams within an expanding digital platform, live streaming, or interactive entertainment environment. Required Skills: •Strategic Leadership •Lead the overarching US Live Safety Support organization, architecting organizational design, real-time service models, and operational governance to deliver rapid, high-quality, and scalable support for LIVE creators, hosts, and viewers. •Design and implement robust service delivery and rapid-response escalation models that harmoniously balance live creator experience, real-time operational speed, and platform safety across a high-velocity live streaming environment. •Own end-to-end performance metrics and OKRs for the LIVE support domain, including User Satisfaction (CSAT), Service Quality Score, strict SLA adherence (First Response Time & Resolution Rate), and uninterrupted around-the-clock support coverage. •Structure and continuously optimize support frameworks addressing unique LIVE touchpoints, including real-time stream interruptions, live enforcement appeals, account/feature access for hosts, live gifting/monetization safety inquiries, and high-priority live safety incidents. •Drive strategic, cross-functional engagement with Trust & Safety, LIVE Product, Safety Policy, Live Moderation Operations, and Legal teams across regional and global footprints to safeguard ecosystem health. •Transform recurring live support pain points and support-driven insights into actionable upstream improvements, driving LIVE product optimizations, real-time safety policy iterations, and preventive control mechanisms. •People & Culture Development Qualifications: •Bachelor’s degree or equivalent practical experience in business, operations, or a related field. •Comprehensive expertise in live streaming dynamics, creator/host operations, real-time content moderation challenges, and ecosystem health risks inherent to live interactive platforms. •Demonstrated success in high-impact cross-functional collaboration, with the ability to navigate matrixed global organizations and drive strategic alignment among Product, Policy, Engineering, and Legal teams. •Exceptional analytical horsepower; mastery of using complex operational data, real-time signals, and user feedback to diagnose systemic live issues and architect scalable service outcomes. •Exceptional communication and inclusive leadership skills, with a demonstrated ability to inspire large, multi-layered teams and build a resilient organizational culture under high-velocity operational constraints. •Specialized experience within Trust & Safety operations, encompassing live stream appeals governance, real-time policy enforcement, live gifting/monetization risk management, and live crisis management. •Proven experience designing and optimizing high-urgency, tiered support structures across both in-house teams and third-party outsourced vendor partners (BPOs). •A strong track record of driving process redesign, implementing real-time triage automation/AI tools, and leading large-scale operational transformation in live environments. •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.​ Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!