Jobs at TikTok in Malaysia

Responsibilities
About the Team
The Customer Support team is dedicated to delivering prompt and professional assistance to TikTok users, ensuring their needs are addressed with accuracy and care. Our team is committed to resolving inquiries and technical issues efficiently, to ensure seamless engagement with our products and services. By maintaining clear and effective communication, we strive to uphold the highest standards of customer support and continuously enhance the overall user experience. Through a collaborative and user-centric approach, the team plays a vital role in supporting customer satisfaction and fostering long-term engagement.

As part of our growing Customer Support team, you will be responsible for handling user feedback and safety inquiries, managing various user issues, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience.

This is an exciting opportunity to join a global operation, a rapidly expanding international team, and provide a world class support service for our users.

Responsibilities
- Deliver exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries.
- Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
- Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform.
- Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
- Escalate risky issues to responsible teams in a timely way and follow up the whole process.
- Conduct initial triage and fact identification.

Qualifications
Minimum Qualifications
- Proficient in both written and verbal English communication.
- Demonstrated ability in problem-solving and root cause analysis.
- Strong attention to detail when handling customer inquiries via chat and email.
- Experience using ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
- Understanding of customer service KPIs such as CSAT, AHT, FCR, and SLA.
- Ability to prioritize tasks in a fast-paced environment with a strong focus on customer satisfaction.

Preferred Qualifications
- 1+ years of experience in a customer service or support role, preferably in a digital or tech environment.
- Familiarity with CRM tools and escalation processes.
- Track record of resolving complex customer issues with minimal supervision.
- Experience working in a KPI-driven environment with a focus on continuous improvement.
- Strong interpersonal skills and the ability to work collaboratively across teams.

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.


Trust & Safety
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.