User Support APAC Lead, Customer Support - Trust & Safety

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.
  • #7512464103300057351

    Position summary

    , 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.

    Qualifications

    Minimum Qualifications

    • Bachelor's degree or equivalent experience in Customer Support, Trust & Safety, or a related function within the tech or media industry.
    • Minimum 5 years of experience in support operations, with at least 2 years managing managers or mentoring leads across locations.
    • Proven track record of delivering strong customer experience outcomes (e.g., CSAT improvement, backlog reduction, Tier 2 escalation handling).
    • Skilled at leading distributed teams and collaborating cross-functionally in fast-paced, high-growth environments.

    Preferred Qualifications

    • Excellent analytical, communication, and stakeholder management skills, with fluency in English required
    • Strong understanding of regional cultural nuances and support needs in India and Southeast Asia.

    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.