Customer Service Solution Manager - Customer Support

About the Role and Team

Join TikTok's Customer Support team dedicated to delivering top-tier assistance for our users and creators worldwide. We aim to foster creativity and spread joy by providing outstanding service. As a Customer Service Solution Manager, you will lead the comprehensive design, execution, and enhancement of customer service solutions, collaborating closely with cross-functional partners, particularly product and process teams. Your role includes advocating for user needs and developing support frameworks that elevate the user and creator experience globally.

Key Responsibilities

• Lead strategy for end-to-end customer service solutions, proactively collaborating with Product and cross-functional teams to understand new product features and user journeys prior to launches.
• Convert complex product functionalities into scalable support solutions and proactive user education materials to mitigate potential issues.
• Coordinate extensively across Product, Operations, Legal, and Compliance teams (including GDPR, PSD2) to ensure holistic and market-leading service strategies.
• Design, refine, and expand operational processes and workflows using data insights to uphold SOP standards and enhance overall user experience.
• Maintain consistency across human SOPs, AI SOPs, help center content, and coordination with the US team to ensure global SOP quality alignment.
• Innovate through developing automated, self-service support tools such as AI agents, chatbots, and advanced knowledge bases to reduce manual efforts and improve satisfaction.
• Continuously evaluate and evolve global support solutions to meet ambitious customer service targets in a dynamic environment.

Qualifications

• Bachelor's degree in Business, Economics, or related fields, or equivalent experience.
• Over 5 years’ experience in customer service/support focusing on operational excellence and continuous enhancements.
• At least 3 years of experience designing customer support processes and strategic solutions in high-paced settings.
• Strong background in process design, optimization, and project or program management.
• Excellent communication and interpersonal abilities to work collaboratively across functions and resolve complex challenges.

Preferred Qualifications

• Passion for delivering empathetic, efficient, and solution-driven support experiences.
• Experience with policy compliance and regulatory frameworks in major global markets.
• Proven record of achieving critical support KPIs such as CSAT and SLA metrics.
• Expertise in leading user education and managing Help Centers.
• Familiarity with AI-supported tools including chatbots.
• Strong prioritization skills and adeptness at meeting tight deadlines.

Trust & Safety Information

This position involves handling content such as images, videos, and text that may include sensitive or harmful material like bullying, hate speech, or depictions of harm. Exposure to such content may occur daily, making the role psychologically and emotionally challenging.

TikTok commits to supporting employee wellbeing through comprehensive, evidence-based programs designed to promote physical and mental health throughout one's tenure, fostering a person-centered, innovative, and integrated approach in partnership with employees.

About TikTok

TikTok is a leading platform for short-form mobile video with a mission to inspire creativity and bring joy. Headquartered in Los Angeles and Singapore, TikTok also operates offices worldwide including New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Work with Us

At TikTok, creativity and authenticity are at our core. Our diverse global teams enable people to express themselves and connect authentically. We embrace challenges as opportunities and foster an innovative "Always Day 1" culture, collaborating to achieve meaningful impacts for our users, company, and ourselves.

Diversity & Inclusion

TikTok is dedicated to a workplace that values diverse skills, experiences, and perspectives, reflecting the communities we serve worldwide. We are passionate about celebrating diverse voices and cultivating an inclusive environment.