Voice of Customer Specialist, Customer Support - Trust & Safety

TikTok; Kuala Lumpur; On-site; MYR 60,000 - 110,000; Full time

Job summary

TikTok is seeking a Voice of Customer Specialist in Trust & Safety to monitor, triage, and escalate customer signals with urgency and business risk in mind. You will drive root cause analyses, translate findings into actionable insights, and coordinate across global teams to ensure timely progress and measurable customer impact.

This role emphasizes strong analytical acumen, structured problem solving, and the ability to manage live escalations while balancing stakeholder expectations.

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.

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 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.

Skills

Customer experience

Escalation management

Root cause analysis

Operational problem-solving

Analytical skills

Cross-functional coordination

Tools

VoC tooling

Portfolio reporting tools

Customer journey mapping

Job description

Voice of Customer Specialist, Customer Support - Trust & Safety

Location:

Employment Type:

Regular

Job Code:

A169656A

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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 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.

Job Information

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.

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