Insights Analyst, Customer Support - USDS
TikTok USDS Joint Venture, Scottsdale, AZ, United States
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 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.
Minimum Qualifications
Over 3 years of experience in customer 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., G‑Suite, Confluence).
Excellent time management and project planning skills, including scoping, milestone tracking, and stakeholder alignment.
Preferred Qualifications
Your ability to work in a fast‑paced environment, adapt, and respond to day‑to‑day challenges of the role.
Resilience and commitment to self‑care to manage the emotional demands of the role.
A data‑literate storyteller who excels at transforming qualitative themes into structured insight and translating findings into decisions and deliverables.
Strategic and detail‑oriented, with a proven ability to balance depth of analysis with fast‑paced execution across multiple concurrent initiatives.
Comfortable building and owning end‑to‑end insight lifecycles—from intake to readout to impact validation.
Trust & Safety
Content that this role interacts with includes images, video, and text related to everyday life, but it can also include 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.
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.
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-RA
#J-18808-Ljbffr
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 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.
Minimum Qualifications
Over 3 years of experience in customer 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., G‑Suite, Confluence).
Excellent time management and project planning skills, including scoping, milestone tracking, and stakeholder alignment.
Preferred Qualifications
Your ability to work in a fast‑paced environment, adapt, and respond to day‑to‑day challenges of the role.
Resilience and commitment to self‑care to manage the emotional demands of the role.
A data‑literate storyteller who excels at transforming qualitative themes into structured insight and translating findings into decisions and deliverables.
Strategic and detail‑oriented, with a proven ability to balance depth of analysis with fast‑paced execution across multiple concurrent initiatives.
Comfortable building and owning end‑to‑end insight lifecycles—from intake to readout to impact validation.
Trust & Safety
Content that this role interacts with includes images, video, and text related to everyday life, but it can also include 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.
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.
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-RA
#J-18808-Ljbffr