User Specialist, Customer Support

TikTok
Kuala Lumpur
Full timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Root cause analysis","Attention to detail","Time management","Collaboration"]

Join TikTok’s Customer Support team to handle user feedback and safety-related inquiries, triage issues, and resolve escalated cases with speed and accuracy. You’ll collaborate across teams as the ultimate escalation point, guide users on safety features and product functionality, and use patterns and root-cause analysis to prevent recurring issues. You’ll also track and follow up escalations, improving overall user experience and service quality.

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FursaFursa
TikTok
TikTok
1 month ago

User Specialist, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Join TikTok’s Customer Support team to handle user feedback and safety-related inquiries, triage issues, and resolve escalated cases with speed and accuracy. You’ll collaborate across teams as the ultimate escalation point, guide users on safety features and product functionality, and use patterns and root-cause analysis to prevent recurring issues. You’ll also track and follow up escalations, improving overall user experience and service quality.
Location: Kuala Lumpur
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle user feedback and safety inquiries, managing a variety of user issues and recommending solutions.
  • •Respond to escalated user inquiries with high quality, accuracy, and speed; collaborate with other teams as the ultimate escalation point.
  • •Identify users’ needs and help them use specific safety features while advocating for users to improve platform experience.
  • •Identify and report issue patterns, propose solutions, and drive implementations to prevent recurring issues.
  • •Escalate risky issues to responsible teams in a timely way and follow up; conduct initial triage and fact identification.

Key Requirements

  • •Proficient written and verbal English communication.
  • •Significant experience handling high-concurrency live chat support.
  • •Demonstrated problem-solving skills with root cause analysis.
  • •Strong attention to detail when handling inquiries via chat and email, with the ability to prioritize in fast-paced environments.
  • •Experience with ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce) and familiarity with CSAT, AHT, FCR, and SLA.
Experience:DigitalTech
Skills:Problem-solvingRoot cause analysisAttention to detailTime managementCollaboration
Languages:English
Tech Stack:Live ChatZendeskFreshdeskSalesforceCRMTicketing systemsCustomer service platforms

Company Brief

TikTok
Short-form video platform that lets users create, share, and discover entertainment content through algorithmic recommendations. It also offers advertising and creator tools for brands, influencers, and businesses.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Singapore, Singapore
Founded: 2016
WebsiteLinkedIn