Customer Service Solutions Architect

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

Job summary

TikTok is seeking an experienced customer support leader to own end-to-end service solutions, aligning product features with scalable support frameworks and user education. You will collaborate with Product, Operations, Legal, and Compliance to deliver market-leading service strategies globally.

Responsibilities include designing SOPs, scaling processes, and building automated and self-service capabilities to reduce manual effort while enhancing user satisfaction.

Qualifications

• Bachelor’s degree in Business, Economics, or related field and/or equivalent practical experience
• 5+ years in Customer Service/Support with a focus on operational excellence and continuous improvement
• 3+ years experience developing customer support processes and strategic solutions in a fast-paced environment
• Proven experience in process design, optimisation and project/program management
• Strong communication & interpersonal skills, with the ability to collaborate effectively across functions and resolve complex issues

Responsibilities

• Drive end-to-end customer service solution strategies, proactively collaborating with Product and XFN teams to deeply understand new product features and user journeys before launch
• Translating complex product mechanics into optimal, scalable support solutions and user education materials that proactively address potential friction points
• Lead deep cross-functional communication and strategic planning to ensure support readiness, working across Product, Operations, Legal, and Compliance (e.g., GDPR, PSD2) to deliver holistic, market-leading service strategies
• Design, optimize, and scale end-to-end operational processes (SOPs) and workflows, utilizing data-driven insights to leverage SOP Standards, and elevate the overall user and creator experience
• Ensure consistency between human SOP, AI SOP, help center articles as well as US team with global level high standard SOP quality
• Champion innovation and efficiency by developing automated and self-service support capabilities, including AI agents, chatbots, and advanced knowledge bases, reducing manual effort while maximizing user satisfaction
• Challenge the status quo by continuously assessing and refining global support solutions to meet ambitious customer service goals, remaining agile in a fast-paced environment

Skills

Strong communication

Interpersonal skills

Cross-functional collaboration

Project/program management

Education

Bachelor’s degree in Business, Economics, or related field

Tools

AI-driven support tools

Chatbots

Job description

TikTok is seeking an experienced customer support leader to own end-to-end service solutions, aligning product features with scalable support frameworks and user education. You will collaborate with Product, Operations, Legal, and Compliance to deliver market-leading service strategies globally.

Responsibilities include designing SOPs, scaling processes, and building automated and self-service capabilities to reduce manual effort while enhancing user satisfaction.