Insights Analyst, Trust & Safety - USDS

TikTok

4.5

(6)

Scottsdale, AZ

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #7507750806247000328

    Position summary

    that drives meaningful change.

    Our TnQ Team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that TnQ 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 abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

    It is possible that this role will be exposed to harmful content on a daily basis.

    In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

    Responsibilities

    • Conduct advanced qualitative and operational data analysis using CSAT, audit outcomes, CRM data, and support workflows to surface trends and root causes.
    • Create clear, compelling reports and executive presentations to deliver insights tailored to diverse audiences, from operations managers to senior leadership.
    • Translate findings into actionable recommendations and implementation plans, including measurable KPIs to track resolution success over time.
    • Support Monthly and Quarterly Business Reviews (MBRs/QBRs) with performance readouts, user experience narratives, and strategic opportunity framing.
    • Develop research protocols, guide intake scoping calls, and define sample size, data sources, and study objectives with requestors.
    • Lead cross-functional insight initiatives, such as product launch assessments, CSAT deep dives, and process optimization studies.
    • Measure and report on the effectiveness of implemented changes, ensuring alignment to business goals and impact KPIs.
    • Maintain and enhance internal dashboards and templates for insight tracking, output standardization, and post-project documentation.
    • Work closely with QA and Training teams to align insight-driven action with coaching strategies, content refinement, and operational rollouts.
    • Stay current on support policies, SOPs, and tooling to ensure all recommendations reflect accurate process context.

    Qualifications

    Minimum Qualifications

    • Bachelor's degree in a relevant field (e.g., Business, Sociology, Psychology, Data Analytics, or Communications), or equivalent work experience.
    • Over 3 years of experience in user support operations, CX/UX research, quality insights, or business strategy roles.
    • Strong experience in qualitative and operational data analysis, including use of Excel/Google Sheets, and/or SQL. Experience building metrics-based tracking models to measure the success and sustainability of process improvements or mitigation plans.
    • Demonstrated ability to write insight reports, executive summaries, and recommendation memos that drive action and align with business priorities.
    • Proven success in creating presentation decks and readouts for a variety of audiences, including operations leaders and cross-functional partners.
    • Comfortable working with CRM and support systems (e.g., Zendesk), survey tools, and collaborative platforms (e.g., Google suite, Confluence).
    • Excellent time management and project planning skills, including scoping, milestone tracking, and stakeholder alignment.

    Preferred Qualifications

    • Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
    • Your resilience and commitment to self-care to manage the emotional demands of the role.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.