User Support & Safety Advocate (Live Chat)

TikTok

Kuala Lumpur

On-site

MYR 44,640 - 78,120

Full time

14 days+

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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.