Customer Service Solution Manager, Customer Support

About the role

Join TikTok’s Customer Support team to shape industry‑leading service for users and creators. You will design, launch and continuously improve processes that boost safety, efficiency and satisfaction across global support operations.

Key responsibilities

• Develop end‑to‑end customer service solution strategies in partnership with Product and cross‑functional teams.
• Translate complex product features into scalable support solutions and user education materials.
• Lead cross‑functional communication and strategic planning with Product, Operations, Legal and Compliance (e.g., GDPR, PSD2).
• Design, optimise and scale SOPs and workflows using data‑driven insights.
• Ensure consistency across human SOPs, AI SOPs, help‑center articles and global standards.
• Drive innovation through automated and self‑service capabilities such as AI agents, chatbots and advanced knowledge bases.
• Continuously assess and refine global support solutions to 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 developing support processes and strategic solutions 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