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Country Service Delivery Lead

Kuala Lumpur, Malaysia


About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

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About the Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a country/hub service delivery role to lead a diverse team of service workforce that focuses on supporting our customers and sellers through the whole e-commerce journey, from pre-purchase, purchase, and post-sales.

- Lead country tier 1 and tier 2 performance across inhouse and BPOs. Responsible for leading service performance, quality assurance and training to the highest standards.
- Build and ensure a high-performing customer service team that will deliver operational excellence to our end users.
- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
- Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.
- Implement best practices, set up processes and policies to cover the dispute process, and make sure service policies are in line with each region's customer demand and local regulations.
- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user-facing processes and agent-facing tools and systems.
- Identify training needs and work with all functional teams to deploy training for the tier 2 staff, as well as extend the training to BPO tier 1 to empower the tier 1 teams as appropriate.


- BA/BS degree or equivalent practical experience.
- 2+ years managing global teams and 5+ years of management experience in Customer Service management role.
- Experience building, managing, and influencing relationships with senior stakeholders, using data to generate insights and solve complex problems.
- Strong leadership, self-motivated, and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within a team environment with a demonstrated track record in motivating and coaching staff to maximize their individual potential.
- Experience in eCommerce or marketplace platforms is a plus.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Client-provided location(s): Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job ID: TikTok-7314625235676039474
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • HSA
    • Life Insurance
    • Fitness Subsidies
    • Short-Term Disability
    • Long-Term Disability
    • On-Site Gym
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Snacks
    • Pet-friendly Office
    • Happy Hours
    • Some Meals Provided
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
  • Financial and Retirement

    • 401(K) With Company Matching
    • Performance Bonus
    • Company Equity
  • Professional Development

    • Promote From Within
    • Access to Online Courses
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Mentor Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

Company Videos

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