User Support Team Leader — Frontline Ops & LOB Lead (KL)

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

Job summary

TikTok is seeking a seasoned leader to manage a Kuala Lumpur-based frontline User Support team, serving as the LOB Leader for a specific Customer Support workflow. You will drive performance, coaching, and continuous improvement, partnering with BPO and in-house teams to optimize customer outcomes.

The role requires strong English communication, analytical problem-solving, and the ability to align frontline work with global standards and regional leadership expectations.

Qualifications

• 5+ years in support, Trust & Safety, or similar operations.
• 3+ years directly managing frontline agents in-house or with partners.
• Bachelor's degree or equivalent practical experience in relevant field.
• Proven ability to influence operational performance via CSAT, SLA, backlog, or productivity.
• Demonstrated frontline leadership across multiple stakeholders.

Responsibilities

• Directly manage a team of frontline User Support agents in Kuala Lumpur.
• Lead operations to meet CSAT, SLA, backlog health, and quality goals.
• Conduct coaching, 1:1s, reviews, and career development discussions.
• Act as LOB Leader for a defined Customer Support workflow area.
• Own end-to-end health of the LOB across Tier 1 and Tier 2 flows.
• Identify root causes and drive improvements with cross-functional partners.
• Translate priorities into frontline execution plans and handle policy updates.
• Use data to surface risks and influence staffing and tooling decisions.
• Coordinate with BPO and in-house teams for multi-model delivery.
• Support headcount planning and communicate readiness risks.

Skills

Team leadership

CSAT & SLA ownership

Operations management

Data analysis

Cross-functional collaboration

English communication

Frontline coaching

Education

Bachelor's degree or equivalent

Job description

TikTok is seeking a seasoned leader to manage a Kuala Lumpur-based frontline User Support team, serving as the LOB Leader for a specific Customer Support workflow. You will drive performance, coaching, and continuous improvement, partnering with BPO and in-house teams to optimize customer outcomes.

The role requires strong English communication, analytical problem-solving, and the ability to align frontline work with global standards and regional leadership expectations.