Mid Level Customer Support Jobs
Mid level customer support jobs go to professionals ready to own complex escalations, mentor junior agents, and drive process improvements without constant oversight. Hiring runs across Technology & Software, Manufacturing, and Accounting & Auditing, with employers like Fivetran, KLA, and VAST Data competing for customer support talent at this level now.
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Showing 5 of 17+ Mid Level Customer Support jobs
Responsibilities
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 across the TikTok US ecosystem. Our frontline operational teams serve on the frontlines of platform health. Customer Support Specialists represent the deep technical and operational expertise within our frontline queues. They serve as the domain authority, handling complex safety cases while empowering frontline Associates and bridging operational execution with centralized Standards teams.
Position Summary
We are seeking an experienced, analytical, and highly skilled Customer Support Specialists to join our Trust & Safety operations. You will be responsible for handling high-complexity cases within your specialized queue (e.g., UGC Safety, LIVE Appeals, Account Integrity, High-Risk Policy Enforcement) while serving as the go-to technical and domain expert for frontline Associates. Beyond maintaining top-tier personal resolution metrics, you will play a crucial role in real-time queue support, shadowing and coaching frontline team members, identifying SOP/policy gaps, and assisting Team Leads with quality calibration and incident response.
Key Responsibilities
Complex Case Resolution & Queue Management:
- Directly investigate and resolve edge cases, high-risk safety escalations, appeals, and complex user inquiries requiring advanced policy judgment and domain expertise.
- Consistently exceed individual target Key Performance Indicators (KPIs), setting the benchmark for the team in Quality Assurance (QA), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
Frontline Enablement & Real-Time Support:
- Serve as the first line of support for frontline Associates during shifts; answer real-time operational questions, clarify ambiguous SOPs, and guide team members on proper escalation paths.
- Partner with Training Specialists to support newly onboarded Associates during nesting phases; conduct case shadowing, provide constructive peer feedback, and share practical troubleshooting techniques.
Process Feedback & Cross-Functional Synergy:
- Actively spot recurring workflow friction, macro inefficiencies, or outdated knowledge base articles; submit actionable feedback to Workflow/SOP Specialists for continuous refinement.
- Assist Team Leads and QA/SOP Specialists during quality calibration sessions to align on case judgment; help triage real-time product bugs or sudden queue spikes during high-priority incidents.
Qualifications
Minimum Qualifications:
- 3+ years of experience in Customer Support, User Operations, or Content Moderation, with at least 1+ years as a top-performing specialized Associate or SME in a tech or digital platform environment.
- Exceptional understanding of platform policies, decision trees, complex workflows, and proprietary ticketing tools.
- Demonstrated history of consistently achieving top-tier QA, CSAT, and productivity metrics.
- Strong interpersonal and communication skills with a passion for helping peers solve complex problems and sharing domain knowledge.
Preferred Qualifications:
- Specialized domain expertise in Trust & Safety, LIVE Streaming moderation, Account Integrity, or High-Risk Appeals.
- Demonstrated ability to remain analytical when handling high-stakes safety escalations.
- Experience collaborating with QA, Training, or SOP teams on process improvements and training material 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 recognizes 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-RA.
Responsibilities
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 across the TikTok US ecosystem. Our frontline operational teams serve on the frontlines of platform health. Customer Support Specialists represent the deep technical and operational expertise within our frontline queues. They serve as the domain authority, handling complex safety cases while empowering frontline Associates and bridging operational execution with centralized Standards teams.
Position Summary
We are seeking an experienced, analytical, and highly skilled Customer Support Specialists to join our Trust & Safety operations. You will be responsible for handling high-complexity cases within your specialized queue (e.g., UGC Safety, LIVE Appeals, Account Integrity, High-Risk Policy Enforcement) while serving as the go-to technical and domain expert for frontline Associates. Beyond maintaining top-tier personal resolution metrics, you will play a crucial role in real-time queue support, shadowing and coaching frontline team members, identifying SOP/policy gaps, and assisting Team Leads with quality calibration and incident response.
Key Responsibilities
Complex Case Resolution & Queue Management:
- Directly investigate and resolve edge cases, high-risk safety escalations, appeals, and complex user inquiries requiring advanced policy judgment and domain expertise.
- Consistently exceed individual target Key Performance Indicators (KPIs), setting the benchmark for the team in Quality Assurance (QA), Customer Satisfaction (CSAT), and Average Handling Time (AHT).
Frontline Enablement & Real-Time Support:
- Serve as the first line of support for frontline Associates during shifts; answer real-time operational questions, clarify ambiguous SOPs, and guide team members on proper escalation paths.
- Partner with Training Specialists to support newly onboarded Associates during nesting phases; conduct case shadowing, provide constructive peer feedback, and share practical troubleshooting techniques.
Process Feedback & Cross-Functional Synergy:
- Actively spot recurring workflow friction, macro inefficiencies, or outdated knowledge base articles; submit actionable feedback to Workflow/SOP Specialists for continuous refinement.
- Assist Team Leads and QA/SOP Specialists during quality calibration sessions to align on case judgment; help triage real-time product bugs or sudden queue spikes during high-priority incidents.
Qualifications
Minimum Qualifications:
- 3+ years of experience in Customer Support, User Operations, or Content Moderation, with at least 1+ years as a top-performing specialized Associate or SME in a tech or digital platform environment.
- Exceptional understanding of platform policies, decision trees, complex workflows, and proprietary ticketing tools.
- Demonstrated history of consistently achieving top-tier QA, CSAT, and productivity metrics.
- Strong interpersonal and communication skills with a passion for helping peers solve complex problems and sharing domain knowledge.
Preferred Qualifications:
- Specialized domain expertise in Trust & Safety, LIVE Streaming moderation, Account Integrity, or High-Risk Appeals.
- Demonstrated ability to remain analytical when handling high-stakes safety escalations.
- Experience collaborating with QA, Training, or SOP teams on process improvements and training material 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 recognizes 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-RA.
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Who's Hiring
Top Industries Hiring
- Technology & Software10
- Manufacturing2
- Accounting & Auditing1
- Chemicals & Materials1
- Staffing & Recruiting1
Mid Level Customer Support Jobs: Frequently Asked Questions
How do I get a mid level customer support job?
Lead with ownership. Highlight specific projects you ran end to end, metrics you moved, and situations where you resolved escalations independently. Tailor your resume to show scope beyond ticket handling, such as process improvements, cross-team collaboration, or onboarding contributions. Recruiters at this level want evidence that you can operate with minimal supervision, so make that easy to find in your application.
Which companies hire mid level customer supports?
Companies hiring mid level customer supports right now include Fivetran, KLA, and VAST Data, based on current listings on Migrate Mate as of November 2026. Hiring at this level covers a wide range of employers, from scaling tech companies and e-commerce brands to enterprise software firms and financial services organizations that rely on experienced support professionals to handle complex customer relationships.
Are there remote mid level customer support jobs?
Yes, and the share is substantial. About 8% of mid level customer support openings are remote or hybrid as of November 2026, reflecting how many employers have built distributed support teams over the past several years. Remote roles at this level often require stronger written communication and self-management skills, since mid level professionals are expected to coordinate across teams without in-person oversight.
How do I move up to a mid level customer support role?
The path from entry level to mid level is built on deepening ownership over time. Start by taking on your most complex tickets consistently, then look for opportunities to document solutions, train newer teammates, or lead a process improvement project. Employers want to see measurable impact, such as reduced handle time or improved satisfaction scores, alongside evidence that you proactively expanded your scope rather than waiting to be assigned more responsibility.
Which industries hire the most mid level customer supports?
Mid Level customer support roles concentrate in Technology & Software, Manufacturing, and Accounting & Auditing, based on current listings on Migrate Mate as of November 2026. These sectors tend to generate consistent hiring at the mid level because their products and services require experienced agents who can handle nuanced issues, manage escalations, and contribute to quality improvements rather than simply following scripts.