Customer Experience Solutions Lead

TikTok Pte. Ltd.; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

TikTok Pte. Ltd. seeks an experienced customer service strategist to lead end-to-end design, implementation, and optimization of global support solutions.

You will partner with product teams to understand new features and user journeys, translating them into scalable support processes and education materials. You will drive cross-functional planning across Product, Operations, Legal and Compliance to ensure readiness, and champion innovative, automated support tools that enhance user and creator

Qualifications

• Bachelor's degree in Business, Economics, or related field.
• 5+ years in Customer Service/Support with operational excellence.
• 3+ years designing customer support processes in fast-paced environments.
• Strong communication and cross-functional collaboration.

Responsibilities

• Lead end-to-end design and optimization of customer service solutions.
• Collaborate with Product and cross-functional teams to align support with product features.
• Develop scalable processes, SOPs, and knowledge bases for global use.
• Drive customer experience improvements and measure key metrics (CSAT, SLA).
• Champion AI-driven and self-service support capabilities to reduce manual effort.
• Ensure compliance with regulatory requirements across markets.

Job description

TikTok Pte. Ltd. seeks an experienced customer service strategist to lead end-to-end design, implementation, and optimization of global support solutions.

You will partner with product teams to understand new features and user journeys, translating them into scalable support processes and education materials. You will drive cross-functional planning across Product, Operations, Legal and Compliance to ensure readiness, and champion innovative, automated support tools that enhance user and creator