9 hours ago

TikTok LIVE - Global Customer Service Lead, English Speaking

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Lead a global customer service team for TikTok LIVE as part of the LIVE Platform Trust and Experience Service Excellence organization. Manage day-to-day operations, support internal escalations, coach and train agents with Quality Monitoring and Training partners, and drive improvements using OKRs, trend analyses, and performance metrics. Partner with readiness, SOP, QA, and system teams to optimize customer-facing processes and recruit top talent for team openings.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage the team day-to-day and provide first-hand support to internal escalations.
•Coordinate with Quality Monitoring and Training teams to coach and train new hires/teams for role readiness and customer care delivery.
•Implement policies and processes to ensure a positive, productive work environment, build morale, and recognize achievements.
•Set and manage OKR goals for direct reports, provide feedback, and coach for improvements in service quality, productivity, and customer satisfaction.
•Conduct trend analyses on customer satisfaction and core measurements and drive strategies to improve future operational results.

Key Requirements

•BA/BS degree or equivalent practical experience.
•2+ years managing teams and 5+ direct reports in the Customer Service field.
•Proficiency in English to communicate with external customers.
•Experience building, managing, and influencing relationships with internal stakeholders using data to generate insights and solve complex problems.
•Ability to function independently and within a team environment while motivating and coaching staff.

Education:Bachelor's

Skills:CoachingMentoringCommunicationRelationship buildingProblem-solving

Languages:English

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

9 hours ago

TikTok LIVE - Global Customer Service Lead, English Speaking

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Manage the team day-to-day and provide first-hand support to internal escalations.
•Coordinate with Quality Monitoring and Training teams to coach and train new hires/teams for role readiness and customer care delivery.
•Implement policies and processes to ensure a positive, productive work environment, build morale, and recognize achievements.
•Set and manage OKR goals for direct reports, provide feedback, and coach for improvements in service quality, productivity, and customer satisfaction.
•Conduct trend analyses on customer satisfaction and core measurements and drive strategies to improve future operational results.

Key Requirements

•BA/BS degree or equivalent practical experience.
•2+ years managing teams and 5+ direct reports in the Customer Service field.
•Proficiency in English to communicate with external customers.
•Experience building, managing, and influencing relationships with internal stakeholders using data to generate insights and solve complex problems.
•Ability to function independently and within a team environment while motivating and coaching staff.

Education:Bachelor's

Skills:CoachingMentoringCommunicationRelationship buildingProblem-solving

Languages:English

Company Brief

TikTok

Industry: Digital Media

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: Singapore, Singapore

Founded: 2016

Website LinkedIn