Claire de Lacy

Previous positions: Content Strategist

• Built and led TikTok’s first global Help Center team (8 FTEs), managing hiring, coaching, and career growth
• Led Help Center content strategy to meet regulatory, legal, product, and communication goals
• Maintained platform integrity through accurate, user-centered content that minimized compliance risks
• Built scalable systems and frameworks for content governance, including a style guide, taxonomy, and content review guidelines
• Developed and implemented review workflows and leveraged AI tools to enhance clarity, inclusivity, and content quality
• Created and optimized team workflows to improve speed, operational consistency, and delivery at scale
• Led data-driven content audits to enhance SEO, accuracy, content consistency, and discoverability
• Led content planning, prioritization, and publishing across cross-functional partners (Product, Legal, Comms, Content Design)

Key achievements:

• Improved Help Center helpful rate by 6%, maintaining a 75% average across 200+ articles
• Increased content volume by 80% while streamlining team operations and workflows
• Reduced Help Center request SLA by 62%, enhancing stakeholder trust and responsiveness
• Launched support in 16 EEA languages, mitigating $30M+ in potential regulatory penalties
• Led alignment with the EU Digital Services Act (DSA), including developing SOPs, owning compliance controls, establishing an audit tracking system, and supporting external audits by validating processes and providing evidence for regulatory testing.
• Supported successful CMS migration to improve content management and localization scalability

Previous positions: Senior Knowledge Management Specialist, Knowledge Management Specialist, Client Support Specialist

• Led Help Center content strategy, driving improvements in user experience
• Authored and reviewed Help Center content, UI text, and in-app messaging for clarity and consistency
• Analyzed data to evaluate content performance and inform content improvements
• Collaborated with product managers, designers and researchers to optimize UI content and workflows
• Partnered cross-functionally on feature releases and process enhancements to ensure timely delivery
• Managed public product roadmap and release notes to facilitate clear customer communication
• Prioritized and managed multiple tasks and projects effectively to meet deadlines
• Built and presented product updates to the Client Support team to enhance product knowledge and client support

Previous positions: Host Outreach Specialist, CX Specialist

• Provided customer support across social media platforms to resolve issues and enhance user experience.
• Created proactive engagement content to strengthen brand trust, positivity, and reach
• Mediated urgent and sensitive cases and escalated to appropriate support and communications teams to ensure timely resolution and alignment
• Met weekly productivity and quality targets through fast and proficient troubleshooting
• Delivered daily cross-regional updates and managed weekly product updates to align global CX Social Media teams on priorities, new features, and policy changes
• Recruited to the inaugural Host Outreach team to drive retention and revenue growth
• Supported facilitation of host meetups