Creator & User Experience Excellence Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 120,000 - 190,000; Full time

Job summary

TikTok Pte. Ltd.

is seeking a Creator & User Excellence Specialist within the Customer Support team to drive cross-functional service governance and improvements for user and creator support. You will consolidate voice-of-customer insights, translate them into prioritized problem statements, and collaborate with Product, Program Management, Operations, Policy, and Communications to drive structured triage, alignment, and action.

Qualifications

• 5+ years in customer support, trust & safety, operations, program management, product operations, or similar functions in online platforms.
• Experience understanding operational workflows across intake, prioritization, resolution, and service readiness.
• Track record of solving complex problems using RCA methodologies and turning findings into remediation plans.
• Excellent communication, stakeholder management, and program/project management skills.
• Proven ability to operate in dynamic environments with strong execution in fast-moving settings.

Responsibilities

• Feedback Loop Operations and Optimization: manage intake, triage, prioritisation flows; quantify priorities by business impact.
• Collaborate with XFN partners (Product, Policy, Security, T&S) to design workflows closing gaps and improving feedback.
• RCA, prioritization and remediation: conduct deep dives; define data-driven recommendations to prevent recurrence.
• Prioritization & Impact Assessment: quantify user, creator, and business impact to guide sequencing and resources.
• Cross-Functional Solutioning & Service Governance: facilitate design sessions; secure buy-in; clarify ownership.
• Remediation Program Delivery: implement plans with XFNs to address escalations and systemic gaps.
• Plan, pilot, iterate and drive implementation with hypercare; monitor metrics for impact.
• Operational Health, Incident Readiness & Data-Driven Decision Making: monitor trends and respond to incidents.
• User-Centric Advocacy, Automation & Scalability: advocate for users and scale support via automation.

Skills

Analytical mindset

Data analysis

Program management

Stakeholder management

Execution bias

Cross-functional collaboration

Job description

TikTok Pte. Ltd.

is seeking a Creator & User Excellence Specialist within the Customer Support team to drive cross-functional service governance and improvements for user and creator support. You will consolidate voice-of-customer insights, translate them into prioritized problem statements, and collaborate with Product, Program Management, Operations, Policy, and Communications to drive structured triage, alignment, and action.