User Support APAC Lead, Customer Support - Trust & Safety

User Support APAC Lead, Customer Support - Trust & Safety

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's Trust & Safety and User Support teams work to protect the community while delivering high-quality support across regions. This role oversees User Support operations across India and Malaysia, driving performance, operational excellence, and regional alignment with global standards.

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 with the Global Head of User Support to :

Set clear performance targets across CSAT, SLA, and quality; monitor KPIs and conduct root-cause analysis and recovery plans.

Qualifications

Bachelor's degree or equivalent experience in Customer Support, Trust & Safety, or a related function within the tech or media industry.

Excellent analytical, communication, and stakeholder management skills, with fluency in English required.

About TikTok

TikTok is the leading destination for short-form mobile video. Our global presence includes headquarters in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

We strive to inspire creativity and bring joy. Our diverse teams collaborate to create value for communities and users. We embrace curiosity, humility, and a willingness to learn and innovate in a fast-growing tech environment. We foster an "Always Day 1" mindset to achieve meaningful breakthroughs as one team.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and perspectives. We celebrate diverse voices and strive to reflect the communities we reach.

Trust & Safety

TikTok recognises that keeping our platform safe for communities is demanding. We are committed to the wellbeing of all employees and provide comprehensive programs to support physical and mental wellbeing. We work collaboratively across functions to ensure an integrated, person-centred approach.

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