User Support APAC Lead, Customer Support - Trust & Safety
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
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.
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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
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.