Voice of Customer Specialist, Customer Support - Trust & Safety

TikTok Inc.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

TikTok is seeking a Voice of Customer Specialist in Kuala Lumpur to drive escalation management and root cause analysis, coordinating with global teams to transform signals into action.

You will triage escalations, scrub data, and translate findings into prioritized initiatives, while ensuring governance and measurement of outcomes across the product ecosystem.

Qualifications

• 2+ years of experience in customer experience, escalation management, root cause analysis, or operational problem-solving.
• Ability to work flexible shift schedules, including weekend coverage as required by the support model.
• Strong analytical skills with ability to evaluate complex evidence, scrub data, and identify root causes.
• Proven track record coordinating cross-functional initiatives, establishing project ownership, and driving accountability.
• Excellent organizational skills to manage live escalations and project work simultaneously.
• Experience with VoC frameworks, customer journey mapping, or Lean Six Sigma preferred.
• Experience managing improvement projects from problem identification through post-implementation validation.
• Familiarity with customer support tooling and portfolio reporting tools.

Responsibilities

• Monitor, triage, and scrub customer signals and escalations by urgency, severity, customer impact, and business risk.
• Coordinate live escalations through resolution, executing smooth shift handovers and keeping key stakeholders aligned on facts, risks, and next steps.
• Perform root cause analysis on recurring cases to distinguish isolated incidents from systemic gaps in processes, product, or policy.
• Translate customer data and case scrubbing findings into clear problem statements, evidence-based insights, and prioritized improvement initiatives.
• Partner with cross-functional and global teams to assign ownership, set milestones, track progress, and elevate blocked commitments.
• Evaluate completed changes by measuring post-implementation customer impact to determine whether to close, adjust, or scale initiatives.
• Deliver concise updates and decision requests to leadership regarding progress, risks, and overdue items.

Skills

Customer experience

Escalation management

Root cause analysis

Operational problem-solving

Cross-functional coordination

Analytical skills

Tools

Support tooling

Issue classification systems

Portfolio reporting tools

Job description

Voice of Customer Specialist, Customer Support - Trust & Safety

About the team The Voice of Customer (VoC) Team turns customer signals into clear diagnoses, prioritized actions, and measurable outcomes. By connecting individual issues and systemic patterns to accountable owners, we solve root causes rather than just symptoms.

Working closely with cross-functional teams globally, we govern, track, and validate customer issues across a 24/7 operational coverage model from initial signal to resolution.

About the role As a Voice of Customer Specialist, you will drive two key workstreams: Escalation Management (including hands-on shift coverage and case scrubbing) and Root Cause Analysis.

You will triage escalated cases in real time, analyze customer signals to identify systemic issues, and translate findings into actionable, decision-ready insights. In this role, you will help convert prioritized observations into governed initiatives with clear owners, timelines, and measurable outcomes. You will track progress, elevate bottlenecks, participate in global shift handovers, and validate that delivered changes truly resolve customer pain points.

While you own diagnosis, governance, and validation, cross-functional delivery teams remain responsible for solution design and execution.

• Monitor, triage, and scrub customer signals and escalations by urgency, severity, customer impact, and business risk.
• Coordinate live escalations through resolution, executing smooth shift handovers and keeping key stakeholders aligned on confirmed facts, risks, and next steps.
• Perform root cause analysis on recurring cases to distinguish isolated incidents from systemic process, product, or policy gaps.
• Translate customer data and case scrubbing findings into clear problem statements, evidence-based insights, and prioritized improvement initiatives.
• Partner with cross-functional and global teams to assign ownership, set milestones, track progress, and elevate blocked commitments.
• Evaluate completed changes by measuring post-implementation customer impact to determine whether to close, adjust, or scale initiatives.
• Deliver concise updates and decision requests to leadership regarding progress, risks, and overdue items.

Responsibilities

About the team The Voice of Customer (VoC) Team turns customer signals into clear diagnoses, prioritized actions, and measurable outcomes. By connecting individual issues and systemic patterns to accountable owners, we solve root causes rather than just symptoms.

Working closely with cross-functional teams globally, we govern, track, and validate customer issues across a 24/7 operational coverage model from initial signal to resolution.

About the role As a Voice of Customer Specialist, you will drive two key workstreams: Escalation Management (including hands-on shift coverage and case scrubbing) and Root Cause Analysis.

You will triage escalated cases in real time, analyze customer signals to identify systemic issues, and translate findings into actionable, decision-ready insights. In this role, you will help convert prioritized observations into governed initiatives with clear owners, timelines, and measurable outcomes. You will track progress, elevate bottlenecks, participate in global shift handovers, and validate that delivered changes truly resolve customer pain points.

While you own diagnosis, governance, and validation, cross-functional delivery teams remain responsible for solution design and execution.

• Monitor, triage, and scrub customer signals and escalations by urgency, severity, customer impact, and business risk.
• Coordinate live escalations through resolution, executing smooth shift handovers and keeping key stakeholders aligned on confirmed facts, risks, and next steps.
• Perform root cause analysis on recurring cases to distinguish isolated incidents from systemic process, product, or policy gaps.
• Translate customer data and case scrubbing findings into clear problem statements, evidence-based insights, and prioritized improvement initiatives.
• Partner with cross-functional and global teams to assign ownership, set milestones, track progress, and elevate blocked commitments.
• Evaluate completed changes by measuring post-implementation customer impact to determine whether to close, adjust, or scale initiatives.
• Deliver concise updates and decision requests to leadership regarding progress, risks, and overdue items.

Qualifications

Minimum Qualifications

• 2+ years of experience in customer experience, escalation management, root cause analysis, or operational problem-solving.
• Ability to work flexible shift schedules, including staggered working hours or weekend coverage as required by the operational support model.
• Strong analytical skills with a demonstrated ability to evaluate complex evidence, scrub operational data, and identify root causes.
• Proven track record of coordinating cross-functional initiatives, establishing project ownership, and driving accountability.
• Excellent organizational skills with the ability to manage live escalations and project work simultaneously.

Preferred Qualifications

• Experience with Voice of Customer (VoC) frameworks, customer journey mapping, or continuous improvement methodologies (e.g., Lean, Six Sigma).
• Demonstrated experience managing improvement projects from problem identification through post-implementation validation.
• Familiarity with customer support tooling, issue classification systems, and portfolio reporting tools.

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.

TikTok is the world's leading destination for short-form video. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Our employees lead with curiosity, and move at the speed of culture. Combined with our company's flat structure, you'll be given dynamic opportunities to make a real impact on a rapidly expanding company as you grow your career. We have offices across Asia Pacific, the Middle East, Europe, and the Americas – and we're just getting started.