Global Customer Service Solutions Manager

TikTok; Singapore; On-site; SGD 110,000 - 180,000; Full time

Job summary

TikTok is seeking an experienced leader to design, implement and optimize global customer service solutions for users and creators. You will partner with Product and cross-functional teams to align support with new features and user journeys, delivering scalable, high-quality service worldwide.

You will drive end-to-end processes, develop SOPs, leverage data, and build AI-enabled self‑service capabilities. This role requires 5+ years in customer service and a proven track record improving

Qualifications

• Bachelor’s degree or equivalent practical experience in a relevant field.
• 5+ years in Customer Service/Support with focus on operational excellence.
• 3+ years experience developing customer support processes in fast-paced env.

Responsibilities

• Lead end-to-end design, implementation and optimization of customer service solutions.
• Collaborate with Product and cross-functional teams to align support with new features.
• Translate complex product mechanics into scalable support strategies and user education.
• Manage cross-functional planning with Product, Operations, Legal and Compliance to ensure readiness.
• Design and scale SOPs and workflows with data-driven insights to improve user experience.
• Develop automated and self-service capabilities, including AI agents and chatbots.
• Continuously refine global support solutions to meet ambitious service goals.

Skills

Customer service leadership

Operational excellence

Cross-functional collaboration

Education

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

Equivalent practical experience

Tools

AI-driven support tools

Job description

TikTok is seeking an experienced leader to design, implement and optimize global customer service solutions for users and creators. You will partner with Product and cross-functional teams to align support with new features and user journeys, delivering scalable, high-quality service worldwide.

You will drive end-to-end processes, develop SOPs, leverage data, and build AI-enabled self‑service capabilities. This role requires 5+ years in customer service and a proven track record improving