We provide support and protection services for TikTok’s global community. This includes account access, platform integrity, minor safety, and evolving product support areas. We support platform feedback channels (in-app and webform), emails, appeals, and internal form requests via a dual support model—Tier 1 through BPO partners and Tier 2 with in-house specialists.
TikTok’s User Support Team are hiring an APAC Lead to oversee our User Support operations across India and Malaysia. This role is pivotal in driving performance, operational excellence, and strategic alignment across the region.
The successful candidate will lead a group of 5–8 Team Leaders, some of whom may also serve as Line of Business (LOB) Delivery Leads, and will report directly to the Global Head of User Support. The ideal candidate has prior experience managing or mentoring managers, excels at data-driven decision-making, and has a deep understanding of customer support operations, including CSAT, backlog management, and escalation handling.
Responsibilities
- Lead and mentor 5–8 Team Leaders based in APAC, ensuring alignment to global standards and regional excellence in delivery.
- Guide and support LOB Delivery Leads to ensure seamless delivery of specialized support scopes (e.g. Account Security, Age Support).
- Drive performance management through regular check-ins, 1:1s, career development planning, and coaching for both direct and indirect reports.
- Partner closely with Global Head of User Support to:
- Set clear performance targets across CSAT, SLA, and quality; monitor KPIs and work with team leads on root cause analysis and recovery plans.
- Collaborate with cross-functional teams to drive improvements in tooling, workflows, and escalation management.
- Identify headcount and capacity planning needs across the region; support business cases and trade-off decisions where necessary.
- Ensure regional adherence to global policies and advocate for localization and scalability where relevant.
- Champion continuous improvement and innovation within support operations.
- Partner closely with global leadership to cascade strategic priorities and translate them into actionable regional plans.
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