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# Business Insight Team Lead, Customer Support

- **Company:** Tiktok Usds
- **Location:** San Jose, CA, United States
- **Experience:** Expert
- **Salary:** $147,000.0 - $270,000.0
- **Contract:** Permanent contract
- **Skills:** Bug Tracking Systems, Sentiment Analysis, Data Processing, Data Analytics, Text Analysis
- **Published:** August 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=26f7850960b6a2a2

## About the Role

Minimum Qualifications: - 5+ years of experience in Customer Insights, Business/Data Analytics, Technical Program Management, Product Operations, or CX Engineering, with 2+ years of direct people management experience. - Strong proficiency in data manipulation and visualization combined with a solid understanding of product lifecycles, bug tracking systems, and technical issue triage. - Proven track record of managing technical bug identification workflows, incident escalation pipelines, and cross-functional RCA frameworks. - Exceptional ability to translate complex technical bugs and unstructured user feedback into concise, impact-driven narratives for Product and Engineering leaders. Preferred Qualifications: - Prior experience in Trust & Safety, Content Moderation, Customer Support, or Product Operations in mass-scale tech companies. - Experience integrating customer feedback analytics with Engineering/Product bug tracking workflows. - Familiarity with text
analytics, NLP clustering tools, and automated anomaly detection systems.

## Description

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 T&S operations. Within this org, the Business Insight team functions as the platform's central radar and diagnostic engine. By seamlessly integrating Voice of Customer (VoC) analytics with frontline Bug/Technical Issue identification, we translate millions of support interactions, product defects, and user friction points into high-impact operational and technical intelligence-driving rapid issue resolution and long-term product and policy optimization. Position Summary We are seeking an experienced, analytical, and technically-minded Business Insight Team Lead to build and lead our expanded Business Insight function. In this strategic role, you will lead a team of VoC Analysts and Bug/Incident Specialists to
merge qualitative user feedback with quantitative technical bug identification. You will bridge the gap between frontline operations, Product, Engineering, and Policy teams. By establishing robust signal tracking, root-cause analysis (RCA), and bug escalation mechanisms, you will ensure that systemic platform issues, product glitches, and policy gaps are identified, prioritized, and resolved with speed and precision. Key Responsibilities Team Leadership & Business Insight Strategy - Lead, mentor, and scale a high-performing, multidisciplinary team of VoC Analysts and Bug/Technical Escalation Specialists. Establish team OKRs, streamline operational handoffs, and foster a culture of data rigor and technical curiosity. - Architect an integrated analytics framework that unifies user sentiment analysis (VoC) with technical bug detection and incident triage, creating a holistic view of platform health. - Own and standardize the end-to-end bug categorization taxonomy, ticketing tagging
models, and automated signal detection tools across all support queues. Technical Bug Identification, Incident Triage & RCA - Oversee the end-to-end pipeline for identifying, validating, and escalating product bugs, system outages, and tooling defects surfaced through customer support channels. - escalation protocols with Engineering and Product teams to minimize operational impact. - Drive rigorous RCAs that link frontline ticket spikes to underlying product code releases, policy ambiguity, or operational failures. Cross-Functional Influence & Closed-Loop Driving - Synthesize technical bug trends and insights into executive-level intelligence reports (weekly/monthly/ad-hoc) for T&S, Product, and Engineering leadership. - Partner closely with Product Management, Engineering, Policy, and Workflow/SOP teams to ensure critical bugs and user friction points are prioritized in product roadmaps and bug-fix backlogs. - Establish closed-loop tracking mechanisms to monitor bug resolution
SLAs, engineering fix speeds, and the tangible ROI of insight-driven optimizations (e.g., ticket volume reduction, CSAT recovery).


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