Voice of the Customer (VoC) Escalation Specialist - USDS

About the role

TikTok 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.

Responsibilities

• Manage the lifecycle of executive-level and high risk escalations for buyers, sellers, and creators, ensuring a white-glove experience.
• Monitor and respond to social sentiment and marketplace signals to identify high-risk emerging issues—such as payment disruptions or creator friction—that threaten brand reputation and marketplace trust.
• Perform a "5-Whys" analysis to identify whether the failure was a technical bug, a policy gap, or a training issue.
• Agregate qualitative data from escalations to identify emerging "pain points" (e.g., shipping logistics friction or buyer-concession abuse).
• Regularly present "Voice of the Customer" reports to cross-functional and leadership teams to influence the experience roadmap.
• Analyze refund and compensation patterns to identify potential "Buyer Abuse" or fraud, working with cross-functional teams to tighten SOPs.
• Identify and bridge friction points in the buyer, seller, and creator journeys to accelerate issue resolution and deepen platform integrity.

Qualifications

• 3+ years in a high-volume Contact Center, Customer Service, or Marketplace environment.
• Proficiency in data tools (Excel, Tableau, or SQL) to interpret complex datasets and find the "needle in the haystack."
• Proven track record of de-escalating high-profile users with empathy and professional authority.
• Ability to move from "How do I solve this one ticket?" to "How do I fix this for 1 million users?"

About USDS

TikTok 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.

Job Information

• 【For Pay Transparency】Compensation Description (Annually): The base salary range for this position in the selected city is $83600 - $192534 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location.
• The base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
• Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others.
• Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
• The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

Los Angeles County (unincorporated) Candidates

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and 3. Exercising sound judgment.