Customer Service Solution Manager – Customer Support

About the role

Join TikTok’s Customer Support team as a Customer Service Solution Manager. You will lead the design, implementation, and continuous improvement of end‑to‑end support solutions that enable creators and users worldwide to enjoy a seamless experience.

Key responsibilities

• Develop and execute comprehensive customer service solution strategies in partnership with Product and cross‑functional teams.
• Translate complex product features into scalable support processes, education materials, and self‑service resources.
• Coordinate with Product, Operations, Legal, and Compliance (e.g., GDPR, PSD2) to ensure support readiness and regulatory alignment.
• Design, optimize, and scale SOPs, workflows, and knowledge‑base articles, maintaining consistency across human and AI‑driven support channels.
• Drive automation initiatives, including AI agents, chatbots, and advanced knowledge bases, to reduce manual effort while boosting satisfaction.
• Continuously assess global support solutions, applying data‑driven insights to refine processes and meet ambitious service goals.

Required profile

• Bachelor’s degree in Business, Economics, or related field, or equivalent experience.
• 5+ years in customer service/support with a focus on operational excellence.
• 3+ years designing and implementing support processes in fast‑paced environments.
• Proven experience in process design, optimisation, and project/program management.
• Strong communication and interpersonal skills for cross‑functional collaboration.

Required skills

• AI agents
• Chatbots
• Advanced knowledge‑base systems

What we offer

• Opportunity to shape global support strategy for a leading social platform.
• Collaborative, fast‑moving environment with cross‑functional impact.
• Competitive compensation and benefits package.