Customer Support Specialist

Global Operations Customer Support Specialist (Creator Support) - Thai Speaker **Location**: Kuala Lumpur Employment Type: Regular Job Code: A188702 **Responsibilities**: About the Team The Creator Support Team at TikTok is at the heart of our commitment to empowering creators globally. Our mission is to ensure that every creator feels safe, supported, and valued throughout their TikTok journey. By providing a seamless and personalized support experience, we enable creators to focus on what they do best—creating content that resonates with audiences worldwide. We understand that our creators are at the heart of the TikTok community, and we are committed to supporting their safety and success in every interaction. About the Role In this dynamic role, you will not only address general support queries but also take the lead in handling safety-related concerns, ensuring that creators can engage with TikTok confidently and securely. You will collaborate with cross-functional teams to address complex challenges, gather essential information, and engage with creator partners to deliver precise and effective solutions. By leveraging proprietary tools and following standard operating procedures (SOPs), you will deliver consistent, thoughtful solutions and uphold TikTok’s highest standards of service. You will be at the forefront of shaping the creator experience, working within a team that is dedicated to offering top-tier service and maintaining a safe, engaging, and supportive environment for creators everywhere. Success will be determined by productivity, quality, and resolution-based metrics. **Responsibilities**: - Respond efficiently, accurately and with compassion to users who reach out to TikTok for help. - Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes. - Contribute to strategic growth initiatives and special projects as needed. - Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc. **Qualifications**: Minimum Qualifications - Fluency in both English and Thai is required, as the role involves communication with Thai markets and a strong understanding of local culture, while English serves as the primary working language. - Minimum 1 year experience in a user support or customer service role - Demonstrates strong multitasking abilities, effectively managing concurrent requests from multiple sources - Strong written communication skills - Proficiency with computers, CRM software, and strong typing skills - First-class time management and decision-making skills Preferred Qualifications - Literacy of internet culture and user behavior on social media 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.