User Support Apac Lead, Customer Support

2 days ago

Kuala Lumpur, Malaysia TikTok Full time

**Responsibilities**: **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. Job Information About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect - and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. 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 from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. Trust & Safety We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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