User Support Team Lead: Frontline Ops & CSAT Champion

TikTok; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

TikTok in Kuala Lumpur seeks a Senior Operations Leader for Trust & Safety to oversee a team of frontline User Support agents. You will own workforce health, coach performance, and drive customer experience improvements across Tier 1 and Tier 2 processes.

This role partners with BPO and in-house teams, translating business priorities into frontline plans, monitoring CSAT/SLA, and shaping policy-compliant workflows while maintaining global standards.

Qualifications

• 5+ years in support, Trust & Safety, or related operations with frontline management experience.
• Proven ability to influence operational performance across CSAT, SLA, backlog, and quality metrics.
• Strong analytical problem solving using data to identify root causes and measure impact.
• Experience collaborating with quality, training, policy, product and operations teams.
• Excellent English communication and stakeholder influence.

Responsibilities

• Directly manage a team of frontline User Support agents in Kuala Lumpur, overseeing performance, attendance, quality, and development.
• Lead operations to meet service goals including CSAT, SLA, backlog health, productivity and quality outcomes.
• Conduct coaching, 1:1s, performance reviews, and career development discussions.
• Act as LOB Leader for a defined Customer Support workflow, overseeing queue performance and customer experience improvements.
• Own end-to-end health of the LOB across Tier 1 and Tier 2 support flows and coordinate optimization plans.
• Drive continuous improvement by identifying root causes and partnering with cross-functional teams to implement solutions.
• Translate business priorities into frontline execution plans and prepare for policy updates and launches.
• Use data and insights to surface risks and influence staffing, workflow design, and tooling decisions.
• Collaborate with BPO and in-house stakeholders to align on queue handling and escalation planning.

Skills

People leadership

Frontline operations

CSAT/SLA management

Data analysis

Cross-functional collaboration

Education

Bachelor’s degree or equivalent in related field

Job description

TikTok in Kuala Lumpur seeks a Senior Operations Leader for Trust & Safety to oversee a team of frontline User Support agents. You will own workforce health, coach performance, and drive customer experience improvements across Tier 1 and Tier 2 processes.

This role partners with BPO and in-house teams, translating business priorities into frontline plans, monitoring CSAT/SLA, and shaping policy-compliant workflows while maintaining global standards.