Customer Service Solution Manager, Customer Support

About TikTok

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we have offices worldwide.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product helps people express themselves, discover, and connect. Our diverse global teams make this possible. We strive to achieve great things with great people, leading with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We are resilient, embrace challenges, and foster an "Always Day 1" mindset to achieve meaningful breakthroughs.

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 globally, and so does our workplace. We are dedicated to celebrating diverse voices and creating an environment that reflects the many communities we serve.

Role Overview

TikTok's Customer Support team aims to deliver industry-leading support for users and creators, fostering creativity and joy. We are seeking an experienced, results-oriented individual to join this mission-critical team. This role focuses on prioritizing, designing, and launching process and workflow improvement programs to enhance the TikTok user and creator experience. You will be part of a global team, continuously assessing process adherence to safety standards and effectiveness in achieving ambitious customer service goals. You will advocate for customers in key product and operations forums and collaborate with cross-functional teams to build leading customer support capabilities, identifying essential process, tooling, and automation requirements.

Responsibilities

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

Qualifications

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

Preferred Qualifications

• A passion for delivering empathetic, efficient, and solutions-focused support experiences.
• Experience working within policy compliance and regulatory domains in key global markets.
• A strong track record of meeting key operational support metrics (e.g., CSAT, SLA).
• Experience leading user education initiatives and managing Help Centers.
• Familiarity with AI-driven support tools and chatbots.
• Excellent prioritization skills and the ability to deliver results within tight deadlines.

Trust & Safety Considerations

This role involves interaction with content that may include images, video, and text related to everyday life, as well as potentially sensitive material such as bullying, hate speech, child safety concerns, depictions of harm to self and others, and harm to animals. Exposure to such harmful content on a daily basis is possible. TikTok recognizes that safeguarding its platform is a demanding job that can be both rewarding and psychologically taxing. We are sharing potential hazards, risks, and implications upfront to ensure candidates are well-informed. We are committed to employee well-being and will provide comprehensive programs to support physical and mental health throughout each employee's journey. Wellbeing is a shared responsibility, and we work collaboratively to ensure a person-centered, innovative, and integrated approach.