Customer Support Specialist (User Support) - KL

TikTok

4.5

(6)

Kuala Lumpur, Malaysia

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #7522321755835484424

    Position summary

    d providing top-quality user experience.

    This is an exciting opportunity to join a global operation, a rapidly expanding international team, and provide a world class support service for our users.

    Responsibilities

    • Deliver exceptional experience to users and help resolve issues that are escalated via different channels, including safety inquiries.
    • Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
    • Identify users' needs and help them use specific safety features. Be an advocate for users and develop ways to improve the overall user experience on the platform.
    • Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
    • Escalate risky issues to responsible teams in a timely way and follow up the whole process.
    • Conduct initial triage and fact identification.

    Qualifications

    Minimum Qualifications

    • Proficient in both written and verbal English communication.
    • Demonstrated ability in problem-solving and root cause analysis.
    • Strong attention to detail when handling customer inquiries via chat and email.
    • Experience using ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
    • Understanding of customer service KPIs such as CSAT, AHT, FCR, and SLA.
    • Ability to prioritize tasks in a fast-paced environment with a strong focus on customer satisfaction.

    Preferred Qualifications

    • 1+ years of experience in a customer service or support role, preferably in a digital or tech environment.
    • Familiarity with CRM tools and escalation processes.
    • Track record of resolving complex customer issues with minimal supervision.
    • Experience working in a KPI-driven environment with a focus on continuous improvement.
    • Strong interpersonal skills and the ability to work collaboratively across teams.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.