Voice of Customer Insight Analyst

Team Overview: The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence. Our Customer Support Standards organization serves as the centralized support and intelligence hub for the entire T&S operations. Within this org, the Voice of Customer (VoC) Insight team acts as the critical radar for user sentiment and operational health. We translate millions of user safety complaints, support interactions, and operational signals into actionable insights—uncovering platform vulnerabilities, policy gaps, and product friction points to drive proactive platform optimizations.

Position Summary: We are seeking an analytical, curious, and business-savvy VoC Insight Analyst to join our centralized Standards team. In this role, you will be responsible for aggregating, tracking, and analyzing US user safety complaints and customer support data to uncover systemic platform issues and emerging safety risks. You will play a pivotal role in bridging the gap between frontline user friction and back‑end business solutions. Through advanced ticket clustering, trend detection, and deep‑dive root‑cause analysis, you will directly influence Product, Policy, and Operations roadmaps—ensuring user feedback is rapidly translated into impactful platform and process improvements.

Key Responsibilities: Data Aggregation & Real-time Clustering Analysis Signal Monitoring & Clustering: Aggregate and analyze multi-channel user safety complaints, ticket trends, and agent feedback to detect emerging anomalies, localized incidents, and trending user friction points in real time. Deep-Dive Root Cause Analysis: Perform qualitative and quantitative deep-dives on complex customer support tickets to identify underlying product bugs, policy ambiguity, or process failures. User Sentiment Mapping: Categorize and taxonomy-tag user safety complaints to construct a structured, holistic view of user sentiment and trust issues across the US market. Cross-Functional Influence & Problem Resolution Closed-Loop Feedback Mechanism: Build and maintain agile feedback loops with key upstream and downstream stakeholders, including Policy, Product, Engineering, Operations, and Workflow/SOP teams. Issue Escalation & Tracking: Translate complex user feedback data into compelling operational business cases; drive cross-functional alignment and accountability to fix identified vulnerabilities and track resolution timelines. Standards Synergy: Partner closely with internal Workflow/SOP and Training/QA teams to convert VoC insights into updated frontline operational guidelines, training material, or agent tools. Intelligence Reporting & Strategic Insights Executive Dashboards & Reporting: Design and maintain regular VoC intelligence dashboards and reports (weekly/monthly/ad-hoc) highlighting top user safety pain points, platform vulnerabilities, and operational impact. Proactive Optimization: Go beyond reactive issue-fixing by synthesizing long‑term data trends to recommend proactive platform enhancements, policy revisions, and self‑service support features.

Experience: 3+ years of experience in Data/Business Analytics, Customer Insights, VoC Program Management, Customer Experience Analytics, or Operational Intelligence. Analytical Skills: Strong hands‑on data manipulation and visualization skills; proven ability to aggregate structured and unstructured qualitative/quantitative support data. Root‑Cause Problem Solving: Demonstrated track record of performing deep‑dive RCA and converting messy user complaint data into structured, actionable business recommendations. Cross‑Functional Leadership: Strong stakeholder management and communication skills; ability to advocate for the user and influence Product, Policy, and Ops teams without direct authority. Agility & Curiosity: High curiosity to explore unstructured data, with a strong sense of urgency in detecting and escalating high‑priority platform safety risks.

Preferred Qualifications: Prior experience in Trust & Safety, Content Moderation, Risk Management, or High-Tech Customer Support environments. Experience with text analytics, NLP/Clustering techniques, or automated VoC sentiment analysis tools. Familiarity with ticket taxonomy optimization and customer feedback program architecture. Trust & Safety Content that this role interacts with includes images, video, and text related to every‑day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis. TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining. We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person‑centred, innovative and integrated approach. 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. 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 Us: Inspiring 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 & Inclusion TikTok 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 Accommodation USDS 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-RAJob Information 【For Pay Transparency】Compensation Description (Annually) The base salary range for this position in the selected city is $96000 - $217023 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. 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. For 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…3. Exercising sound judgment.