User Support Team Leader, Customer Support
Core
Lead a frontline User Support team in Kuala Lumpur and act as Line-of-Business (LOB) owner for customer support workflows, ensuring platform integrity and service delivery.
Role type
Senior Team Leader / Line-of-Business Owner
Builds
Customer support operations for TikTok's global community (account access, platform integrity, minor safety)
Domain
Social Media / Trust & Safety / Customer Support
Required skills
Team leadership, operational performance management, cross-functional collaboration, data-driven problem solving, workflow optimization, stakeholder communication
Preferred skills
Trust & Safety domain expertise, BPO/in-house delivery model experience, change management, Southeast Asia market context
Technologies
Support ticketing systems, workforce management tools, data analytics platforms
Responsibilities
Manage frontline agents' performance, attendance, and development; Own end-to-end health of assigned LOB across Tier 1 and Tier 2 flows; Drive continuous improvement by identifying root causes and partnering with cross-functional teams; Translate business priorities into frontline execution plans; Use data to influence staffing, workflow design, and tooling enhancements.
Seniority
Senior, hands-on IC with people management and LOB ownership
