Head of US Safety - Customer Support

Responsibilities

About the Team
As the Head of US Live Safety Support, you will lead and scale the specialized user support organization responsible for delivering a high-quality, resilient, and real-time support experience for hosts, viewers and agencies across the Tik Tok LIVE ecosystem. Serving as a critical bridge between our live streaming community and the platform, your team plays a pivotal role in resolving high-urgency live incidents at scale while reinforcing platform trust, live content safety, and service reliability.

The ideal candidate is a visionary leader with a passion for live streaming user experience, a track record of driving operational excellence under high-stake scenarios, and a commitment to fostering a high-performing team culture.

As the US Tik Tok LIVE ecosystem continues to rapidly expand in scale, monetization, and interactive complexity, you will design and execute the overarching support strategy, real-time operating model, and organizational architecture for live safety support. This role requires a strategic leader who can drive real-time service excellence, manage high-stakes live escalations and crisis situations with sound judgment, and partner effectively with Trust & Safety, LIVE Product, and Policy teams to improve end-to-end live ecosystem health.

You will oversee an organization of managers and specialists driving continuous around-the-clock operations. Your mandate includes ensuring rapid and precise query resolution for creators and users, supporting new LIVE product and feature rollouts, and continuously elevating SOPs, real-time quality assurance, and training programs to meet evolving platform safety needs.

• 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.

• Build, mentor, and inspire a high-performing organization; invest in developing a strong leadership bench, establishing clear accountability, and nurturing a culture of operational rigor and continuous learning.
• Stay ahead of live streaming industry trends, real-time moderation mechanisms, and trust & safety best practices, benchmarking and elevating Tik Tok's live support capabilities against global industry standards.

• Bachelor’s degree or equivalent practical experience in business, operations, or a related field.
• 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.
• Deep understanding of live streaming dynamics, creator/host operations, real-time content moderation challenges,…