Job Description

About the team

TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our processes meet safety standards and are effective at delivering ambitious customer service goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to build industry-leading customer support capability, identifying most impactful process, tooling and automation requirements.

Responsibilities

- Develop product and platform expertise, working closely with Product, Engineering, Operations and Legal teams to diagnose and resolve customer issues

- Develop, launch and measure Standard Operations Processes (SOPs) to improve user and creator platform experience

- Strategically prioritise, optimize and scale customer support processes to enhance efficiency and effectiveness, incorporating data-driven insights and metrics

- Drive projects and programs to reduce manual work through automation and self-service solutions (e.g., chatbots, AI agents, knowledge base)

- Work closely with Compliance to stay aligned with GDPR, PSD2, and other regulatory requirements

- Constantly challenge the status quo and push for innovation in user support strategies and operational processes