2 days ago

Customer Service Solution Manager - Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Lead the end-to-end design, implementation, and optimization of customer service solutions for TikTok’s global users and creators. Partner closely with Product and cross-functional teams to translate product changes into scalable support processes, user education, and help center content. Drive SOP and workflow improvements using data insights, ensure global consistency across human and AI support, and expand automation (AI agents, chatbots, knowledge bases) to improve CSAT and SLA performance.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Drive end-to-end customer service solution strategy by collaborating with Product and cross-functional teams to understand features and user journeys before launch.
•Translate complex product mechanics into scalable support solutions and user education materials to proactively address friction points.
•Lead cross-functional communication and strategic planning for support readiness across Product, Operations, Legal, and Compliance (e.g., GDPR, PSD2).
•Design, optimize, and scale end-to-end operational processes and workflows using data-driven insights and SOP standards.
•Ensure consistency across human SOP, AI SOP, help center articles, and global standards while building automation/self-service capabilities (AI agents, chatbots, knowledge bases).

Key Requirements

•Bachelor’s degree in Business, Economics, or a related field and/or equivalent practical experience.
•5+ years in customer service/support focused on operational excellence and continuous improvement.
•3+ years developing customer support processes and strategic solutions in a fast-paced environment.
•Proven experience designing and optimizing processes plus project/program management.
•Strong communication and interpersonal skills to collaborate cross-functionally and resolve complex issues.

Experience:5+ years

Education:Bachelor's in Business, Economics, or related field

Skills:CommunicationInterpersonal skillsCross-functional collaborationProblem-solvingPrioritization

Tech Stack:AI agentsChatbotsKnowledge basesSOPsHelp center

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

Website LinkedIn

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TikTok

2 days ago

Customer Service Solution Manager - Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Drive end-to-end customer service solution strategy by collaborating with Product and cross-functional teams to understand features and user journeys before launch.
•Translate complex product mechanics into scalable support solutions and user education materials to proactively address friction points.
•Lead cross-functional communication and strategic planning for support readiness across Product, Operations, Legal, and Compliance (e.g., GDPR, PSD2).
•Design, optimize, and scale end-to-end operational processes and workflows using data-driven insights and SOP standards.
•Ensure consistency across human SOP, AI SOP, help center articles, and global standards while building automation/self-service capabilities (AI agents, chatbots, knowledge bases).

Key Requirements

•Bachelor’s degree in Business, Economics, or a related field and/or equivalent practical experience.
•5+ years in customer service/support focused on operational excellence and continuous improvement.
•3+ years developing customer support processes and strategic solutions in a fast-paced environment.
•Proven experience designing and optimizing processes plus project/program management.
•Strong communication and interpersonal skills to collaborate cross-functionally and resolve complex issues.

Experience:5+ years

Education:Bachelor's in Business, Economics, or related field

Skills:CommunicationInterpersonal skillsCross-functional collaborationProblem-solvingPrioritization

Tech Stack:AI agentsChatbotsKnowledge basesSOPsHelp center

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn