User Support Team Leader, Customer Support

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

Responsibilities

About the team We provide support and protection services for TikTok's global community. This includes account access, platform integrity, minor safety, and evolving product support areas. We support platform feedback channels, including in-app and webform, emails, appeals, and internal form requests via a dual support model with BPO and Inhouse specialists. This role sits at the center of frontline delivery and line-of-business ownership. The successful candidate will directly lead a team of full-time frontline User Support agents in Kuala Lumpur while also serving as the LOB Leader for a defined Customer Support line of business. In that LOB Leader capacity, this person will act as the primary operational owner for workflow health, customer experience outcomes, and continuous improvement, coordinating closely with cross‑functional partners and support functions to drive end‑to‑end performance.

• - Directly manage a team of frontline full-time User Support agents in Kuala Lumpur, providing day-to-day leadership across performance, attendance, quality, engagement, and development.
• - Lead team operations to deliver against core service goals, including CSAT, SLA, backlog health, productivity, and quality outcomes.
• - Conduct regular coaching, 1:1s, performance reviews, and career development conversations, building a high-accountability and high-support team environment.
• - Serve as the LOB Leader for a designated Customer Support workflow area, acting as the primary point of contact for queue performance, product feedback, operational risks, and customer experience improvements.
• - Own the end-to-end health of the assigned LOB across Tier 1 and Tier 2 support flows by monitoring trends, identifying gaps, and coordinating recovery or optimization plans with the relevant owners.
• - Drive continuous improvement for the LOB by identifying root causes behind defects in customer experience or operational efficiency, then partnering with Quality, Training, SOP, Workforce Management, Product, Policy, and other cross-functional teams to implement solutions.
• - Translate business priorities into clear frontline execution plans, ensuring the team is prepared for workflow changes, policy updates, new launches, and volume shifts.
• - Use data and operational insights to surface risks, prioritize issues, and influence decisions on staffing, workflow design, SOP improvements, escalation paths, and tooling enhancements.
• - Partner with BPO and in-house stakeholders to ensure alignment on queue handling, escalation management, and readiness plans where the LOB spans multiple delivery models.
• - Support headcount and capacity planning discussions for the assigned team and LOB, highlighting trade-offs, readiness risks, and operational dependencies.
• - Represent Customer Support in cross-functional discussions related to the owned LOB, ensuring support requirements and customer pain points are clearly reflected in decisions.
• - Champion a culture of operational excellence, accountability, and continuous improvement while maintaining strong alignment to global standards and regional site leadership expectations.

Qualifications

Minimum Qualification(s)

• - 5+ years of experience in support, Trust & Safety, customer service, or similar operations, including at least 3 years directly managing frontline agents or specialists in an in-house or partner-supported environment.
• - Bachelor's degree or equivalent practical experience in Customer Support, Trust & Safety, Operations, or a related field.
• - Proven experience owning or materially influencing operational performance across metrics such as CSAT, SLA, backlog, quality, productivity, or resolution time.
• - Demonstrated ability to lead from the frontline while also managing broader workflow or program responsibilities across multiple stakeholders.
• - Strong analytical problem-solving skills, with experience using data to identify root causes, prioritize actions, and measure impact.
• - Experience working cross‑functionally with quality, training, workforce management, policy, product, or process teams in a fast‑paced environment.
• - Excellent communication skills in English, with the ability to influence stakeholders, drive alignment, and communicate clearly across different audiences.

Preferred Qualification(s)

• - Experience supporting user-facing operations within Trust & Safety, platform integrity, account access, appeals, or other High‑risk support workflows.
• - Experience serving as a workflow owner, subject matter lead, or line-of-business lead in addition to frontline people management responsibilities.
• - Strong understanding of support operations across both in-house and BPO delivery models.
• - Experience leading change management or continuous improvement initiatives that delivered measurable gains in customer experience or operational efficiency.
• - Familiarity with the support needs and cultural context across Southeast Asia markets is a plus.

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.