Responsibilities
About the team
TikTok's Customer Support teams vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced, strategic, and results-oriented individual to join the team at the forefront of this mission. In this role, you will be responsible for leading the end-to-end design, implementation, and optimization of customer service solutions. You will partner closely with cross-functional teams—especially Product feature and process teams—to gain a profound understanding of product features. By aligning support strategies with product development, you will champion our users needs, advocate for them in critical forums, and proactively build comprehensive support frameworks and solutions that deliver exceptional user and creator experiences globally.

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.

Qualifications
Minimum Qualification(s):
- 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

Preferred Qualification(s):
- Passion for delivering empathetic, efficient, and solutions-focused support experiences.
- Experience working within policy compliance and regulatory domain in key global markets
- Strong track record of meeting key operational support metrics (CSAT, SLA)
- Experience leading user education initiatives and managing Help Centers
- Familiarity with AI-driven support tools and chatbots
- Strong prioritization skills and ability to deliver within tight deadlines

Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Customer Service Solution Manager - Customer Support

Head of SOP (Human + AI) & AI QA - Customer Support