Insights Analyst, Customer Support - USDS

Responsibilities The Performance & Insights Team empowers decision makers across Customer Support by transforming qualitative and operational signals into strategic insights. We specialize in deep analysis of user sentiment, workflow performance, and policy compliance to identify root causes, recommend improvements, and measure the success of business interventions. The Insights Analyst will report to the Performance & Insights Lead. As an Insights Analyst, you will lead high-impact research studies, turning data into actionable insight. Your work will inform operational strategy, training programs, and product/process improvement. You\'ll partner with Operations and other cross-functional teams to uncover the \"why\" behind performance trends–and deliver insight that drives meaningful change. 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. Qualifications 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 (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 #J-18808-Ljbffr TikTok USDS Joint Venture