User Support Team Leader, Customer Support

Written by the T&S Network from TikTok's posting.

Frontline user support leadership at TikTok, covering account access, platform integrity, minor safety and product support across user feedback channels such as in-app, webform, email and appeals. The role manages a team of full-time agents in Kuala Lumpur and owns the end-to-end health of a Customer Support line of business across Tier 1 and Tier 2 flows.

What you'd do

• Manage day-to-day performance, attendance, quality, engagement and development of a full-time frontline agent team in Kuala Lumpur.
• Run regular coaching, 1:1s, performance reviews and career development conversations with team members.
• Track CSAT, SLA, backlog, productivity and quality outcomes, and coordinate recovery or optimization plans.
• Serve as the main go-to for queue numbers, product feedback, operational risks and customer experience fixes across the LOB.
• Find root causes of customer experience and efficiency defects, then work with Quality, Training, SOP, WFM, Product and Policy teams on fixes.
• Turn business priorities into frontline plans for workflow changes, policy updates, launches and volume shifts.
• Input on staffing, capacity planning, workflow design, escalation paths and tooling, including trade-offs and readiness risks.

What it asks for

• 5+ years in support, Trust & Safety, customer service or similar operations (required)
• Three or more years running frontline agents directly, in in-house or vendor-run teams (required)
• Bachelor's degree, or equivalent hands-on experience, in customer support, T&S, operations or a related area (required)
• Proven ownership of or influence over CSAT, SLA, backlog, quality, productivity or resolution time (required)
• Data-driven root cause analysis and impact measurement (required)
• Excellent English communication and stakeholder influence (required)
• Experience with user-facing high-risk workflows such as platform integrity, account access or appeals (preferred)

Worth knowing

• Employment is full-time in Kuala Lumpur with a BPO and in-house support model

Terms in this role

BPO.

Business process outsourcing: a vendor that runs work such as content review for client platforms.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on TikToknorth_east before you apply. If we got something wrong, report this listing.