Global Live Support Lead — English Speaking

TikTok; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

TikTok is seeking a Team Lead for LIVE Platform Trust and Experience. You will manage the Service Excellence team, grow agent capabilities, and ensure timely, high-quality customer care for creators and users.

Your role includes coaching, performance management, and cross-functional collaboration to drive customer satisfaction. Based in Kuala Lumpur, you will coordinate with internal stakeholders, monitor metrics, and contribute to projects that improve overall service readiness and process

Qualifications

• BA/BS degree or equivalent practical experience.
• 2+ years managing teams and 5+ direct reports in the Customer Service field.
• Proficiency in English for external communications.
• Experience using data to generate insights and solve complex problems.

Responsibilities

• Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
• Train new hires and teams through coaching and mentoring; ensure full readiness for responsibilities.
• Implement policies to ensure a positive, productive work environment and recognize achievements.
• Lead projects involving root-cause analysis of performance metrics and process improvements.
• Set OKR goals, provide feedback, and monitor progress to improve service quality and productivity.
• Analyze customer satisfaction trends and implement strategies to improve operations.
• Oversee staffing utilization, productivity, and schedule adherence to meet productivity goals.
• Build relationships with clients via cross-team meetings and feedback responses.
• Collaborate with readiness, SOP, QA, training and system teams to optimize processes.
• Maintain regular reviews with teams and stakeholders; assist in recruiting top talent for openings.

Skills

People management

Team leadership

Data-driven decisions

English communication

Education

BA/BS degree or equivalent

Job description

TikTok is seeking a Team Lead for LIVE Platform Trust and Experience. You will manage the Service Excellence team, grow agent capabilities, and ensure timely, high-quality customer care for creators and users.

Your role includes coaching, performance management, and cross-functional collaboration to drive customer satisfaction. Based in Kuala Lumpur, you will coordinate with internal stakeholders, monitor metrics, and contribute to projects that improve overall service readiness and process