User Specialist, Customer Support

TikTok; Kuala Lumpur; On-site; MYR 44,640 - 78,120; Full time

Job summary

TikTok is seeking a User Specialist, Customer Support to deliver exceptional user experiences and resolve escalated safety inquiries across multiple channels. You will collaborate with cross-functional teams to advocate for users, triage issues, and implement solutions that improve the platform's safety features.

This role requires strong English communication, a track record in high-concurrency live chat, and experience with customer service tools.

Qualifications

• Proficient in written and verbal English communication.
• Significant experience in a high-concurrency Live Chat environment.
• Proven track record of maintaining accuracy and professional clarity in fast-paced environments.
• Demonstrated ability in problem-solving and root cause analysis.
• Experience using ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Knowledge of customer service KPIs such as CSAT, AHT, FCR, and SLA.
• 1+ years of experience in a customer service or support role, preferably in a digital or tech environment.

Responsibilities

• Deliver exceptional experience to users and help resolve issues escalated via multiple channels, including safety inquiries.
• Respond to escalated user inquiries with high quality, accuracy and speed, collaborating with different teams as the primary escalation point.
• Identify users' needs and help them use specific safety features; advocate for users and improve overall user experience on the platform.
• Identify and report patterns, propose solutions, and drive implementations to prevent recurring issues.
• Escalate risky issues to responsible teams in a timely way and follow up on the whole process.
• Conduct initial triage and fact identification.

Skills

English proficiency

Live Chat experience

Attention to detail

Problem solving

Escalation management

Team collaboration

Communication clarity

Prioritization

Customer satisfaction

Tools

Zendesk

Freshdesk

Salesforce

Job description

Discover a career that energizes and excites you every day.

@2026 TikTok

Global Operations

User Specialist, Customer Support

Location:

Employment Type:

Regular

Job Code:

A124306

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Responsibilities

• Deliver exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries.
• Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
• Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform.
• Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
• Escalate risky issues to responsible teams in a timely way and follow up the whole process.
• Conduct initial triage and fact identification.

Qualifications

• Proficient in both written (greater than 45 words per minute) and verbal English communication.
• Must possess significant experience in a high-concurrency Live Chat environment.
• Proven track record of maintaining exceptional accuracy and professional clarity in fast-paced environments.
• Demonstrated ability in problem-solving and root cause analysis.
• Strong attention to detail when handling customer inquiries via chat and email and ability to prioritize tasks in a fast-paced environment with a strong focus on customer satisfaction.
• Experience using ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
• Understanding of customer service KPIs such as CSAT, AHT, FCR, and SLA.
• 1+ years of experience in a customer service or support role, preferably in a digital or tech environment.
• Familiarity with CRM tools and escalation processes.
• Track record of resolving complex customer issues with minimal supervision.
• Experience working in a KPI-driven environment with a focus on continuous improvement.
• Strong interpersonal skills and the ability to work collaboratively across teams.

Job Information

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.