Global Customer Support Solutions Architect

TikTok; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

TikTok is seeking an experienced leader to design and implement end-to-end customer service solutions. You will partner with Product, Legal, and Compliance to align support strategies with product launches, and to build scalable, knowledge-driven support frameworks for users and creators globally.

Lead SOPs, automate self-service, and optimize processes to improve CSAT, SLA, and overall user experience while navigating a fast-paced tech environment with privacy and regulatory considerations.

Qualifications

• Bachelor’s degree in Business, Economics, or related field or equivalent practical experience.
• 5+ years in Customer Service/Support focusing on operational excellence and continuous improvement.
• 3+ years 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 across functions to resolve complex issues.

Responsibilities

• Drive end-to-end customer service solution strategies, collaborating with Product and cross-functional teams to understand new product features and user journeys.
• Translate complex product mechanics into scalable support solutions and user education materials to address friction points.
• Lead cross-functional communication and strategic planning to ensure support readiness with Product, Operations, Legal, and Compliance.
• Design, optimize, and scale end-to-end operational processes (SOPs) using data-driven insights to improve user and creator experiences.
• Ensure consistency across human and AI SOPs, help center articles, and global high-standard SOP quality for the US team.
• Develop automated and self-service support capabilities, including AI agents, chatbots, and knowledge bases to reduce manual effort.
• Continuously assess and refine global support solutions to meet ambitious customer service goals in a fast-paced environment.

Skills

Strategic thinking

Cross-functional collaboration

Process design

Customer service excellence

Data-driven decision making

Education

Bachelor’s degree

Job description

TikTok is seeking an experienced leader to design and implement end-to-end customer service solutions. You will partner with Product, Legal, and Compliance to align support strategies with product launches, and to build scalable, knowledge-driven support frameworks for users and creators globally.

Lead SOPs, automate self-service, and optimize processes to improve CSAT, SLA, and overall user experience while navigating a fast-paced tech environment with privacy and regulatory considerations.