Escalation Team Lead, Customer Support
About this role
Job title: Escalation Team Lead, Customer Support
Responsibilities
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Team Overview
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The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence across the TikTok US ecosystem.
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Within our organization, the Escalation & Incident Management team functions as the specialized strike force and emergency response hub. We handle the highest-stakes, most ambiguous, and high-risk cases that bypass standard frontline SOPs—including high-value VIP/advertiser account takeovers (ATO), complex corporate ownership disputes, severe safety/security threats, and legal/regulatory escalations. Our mission is to protect our high-value ecosystem, mitigate platform risk, and turn complex crises into structured, scalable solutions.
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Position Summary
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