Customer Service Solution Manager, Customer Support

About the role

Join TikTok’s Customer Support team to lead the design and launch of processes that elevate the experience for users and creators. You will work in a global, fast‑paced environment, ensuring that support operations meet safety standards and ambitious service goals.

Key responsibilities

• Drive end‑to‑end customer service solution strategies, collaborating with Product and cross‑functional teams before new feature launches.
• Translate complex product mechanics into scalable support solutions and user education materials.
• Lead cross‑functional communication and strategic planning across Product, Operations, Legal, and Compliance to deliver market‑leading service strategies.
• Design, optimise, and scale operational processes (SOPs) and workflows using data‑driven insights.
• Ensure consistency between human SOPs, AI SOPs, help‑center articles, and global standards.
• Develop automated and self‑service support capabilities such as AI agents, chatbots, and advanced knowledge bases.
• Continuously assess and refine global support solutions to meet ambitious customer service goals.

Required profile

• Bachelor’s degree in Business, Economics, or related field, or equivalent practical experience.
• 5+ years of experience in Customer Service/Support with a focus on operational excellence.
• 3+ years developing customer support processes and strategic solutions in a fast‑paced environment.
• Proven experience in process design, optimisation, and project/program management.
• Strong communication and interpersonal skills with the ability to collaborate across functions.

Required skills