Job Description

About the team

We provide support and protection services for TikTok's global community. This includes account access, platform integrity, minor safety, and evolving product support areas. We support platform feedback channels, including in-app and webform, emails, appeals, and internal form requests via a dual support model with BPO and Inhouse specialists.

This role sits at the center of frontline delivery and line-of-business ownership. The successful candidate will directly lead a team of full-time frontline User Support agents in Kuala Lumpur while also serving as the LOB Leader for a defined Customer Support line of business. In that LOB Leader capacity, this person will act as the primary operational owner for workflow health, customer experience outcomes, and continuous improvement, coordinating closely with cross-functional partners and support functions to drive end-to-end performance.

Responsibilities

- Directly manage a team of frontline full-time User Support agents in Kuala Lumpur, providing day-to-day leadership across performance, attendance, quality, engagement, and development.

- Lead team operations to deliver against core service goals, including CSAT, SLA, backlog health, productivity, and quality outcomes.

- Conduct regular coaching, 1:1s, performance reviews, and career development conversations, building a high-accountability and high-support team environment.

- Serve as the LOB Leader for a designated Customer Support workflow area, acting as the primary point of contact for queue performance, product feedback, operational risks, and customer experience improvements.

- Own the end-to-end health of the assigned LOB across Tier 1 and Tier 2 support flows by monitoring trends, identifying gaps, and coordinating recovery or optimization plans with the relevant owners.

- Drive continuous improvement for the LOB by identifying root causes behind defects in customer experience or operational efficiency, then partnering with Quality, Training, SOP, Workforce Management, Product, Policy, and other cross-functional teams to implement solutions.

- Translate business priorities into clear frontline execution plans, ensuring the team is prepared for workflow changes, policy updates, new launches, and volume shifts.

- Use data and operational insights to surface risks, prioritize issues, and influence decisions on staffing, workflow design, SOP improvements, escalation paths, and tooling enhancements.

- Partner with BPO and in-house stakeholders to ensure alignment on queue handling, escalation management, and readiness plans where the LOB spans multiple delivery models.

- Support headcount and capacity planning discussions for the assigned team and LOB, highlighting trade-offs, readiness risks, and operational dependencies.

- Represent Customer Support in cross-functional discussions related to the owned LOB, ensuring support requirements and customer pain points are clearly reflected in decisions.

- Champion a culture of operational excellence, accountability, and continuous improvement while maintaining strong alignment to global standards and regional site leadership expectations.

Minimum Qualification(s)

- 5+ years of experience in support, Trust & Safety, customer service, or similar operations, including at least 3 years directly managing frontline agents or specialists in an in-house or partner-supported environment.

- Bachelor's degree or equivalent practical experience in Customer Support, Trust & Safety, Operations, or a related field.

- Proven experience owning or materially influencing operational performance across metrics such as CSAT, SLA, backlog, quality, productivity, or resolution time.

- Demonstrated ability to lead from the frontline while also managing broader workflow or program responsibilities across multiple stakeholders.

- Strong analytical problem-solving skills, with experience using data to identify root causes, prioritize actions, and measure impact.

- Experience working cross-functionally with quality, training, workforce management, policy, product, or process teams in a fast-paced environment.

- Excellent communication skills in English, with the ability to influence stakeholders, drive alignment, and communicate clearly across different audiences.

Preferred Qualification(s)

- Experience supporting user-facing operations within Trust & Safety, platform integrity, account access, appeals, or other High-risk support workflows.

- Experience serving as a workflow owner, subject matter lead, or line-of-business lead in addition to frontline people management responsibilities.

- Strong understanding of support operations across both in-house and BPO delivery models.

- Experience leading change management or continuous improvement initiatives that delivered measurable gains in customer experience or operational efficiency.

- Familiarity with the support needs and cultural context across Southeast Asia markets is a plus.