Account Security Line of Business Lead - Customer Support

Account Security Line of Business Lead - Customer Support

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Responsibilities

About the Team : We provide Customer Support services for TikTok’s global community across account access, integrity, and evolving product areas.

About the role : Account Security (ATO / Hacked Accounts) is one of the most complex and high-risk Lines of Business (LOBs), requiring deep investigation, cross-functional collaboration, and rapid response to external threats. Tier 1 support is delivered through BPO partners; Tier 2 investigations are handled by in-house specialists with access to advanced tools and infrastructure.

• Own the end-to-end performance of the Account Security LOB, ensuring CSAT, SLA, backlog, and resolution goals are consistently achieved across Tier 1 (BPO) and Tier 2 (inhouse).
• Act as the primary point of contact for cross-functional teams (Policy, Product, Threat Management, BRIC, TMRI, CSP, Training, Partner Management, P&I) on workflow execution, incidents, and escalations.
• Lead continuous improvement initiatives by identifying workflow gaps (training, SOP, tooling, quality), driving structured action plans, and tracking execution outcomes.
• Ensure structured governance through intentional meetings, clear agendas, and efficient alignment across inhouse leads, partner management, and external XFN stakeholders.
• Drive strong oversight of BPO performance in Tier 1 : hold Partner Management accountable for audits, quality interventions, and Tier 1 vs Tier 2 alignment.
• Forecast and align capacity needs during crisis events (e.g., mass ATO attacks), coordinating with XFN teams to rapidly scale support.
• Maintain a robust knowledge and training framework : ensure agents and BPO partners are aligned on SOP updates, escalation paths, and best practices.
• Represent Account Security CS in global forums, off-sites, and incident response groups, ensuring alignment of SOPs, tooling, and operational metrics with other regional / global teams.

Qualifications

Minimum Qualifications

Preferred Qualifications

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

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

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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