Head of Process & Standards, Customer Support
Responsibilities
About the team
As Customer Support Process & Standards Lead, you are part of team leadership, driving the development of scalable SOP solutions to ensure user and creator best in class support and safety experiences and operational excellence in service delivery, while applying your deep product expertise to guide Process decisions. You are passionate about user and creator support, wake up excited to make an impact in millions of people's lives, and switch readily from thinking strategically about Process development and iteration to managing tactical enforcement decisions. Your background and professional expertise are grounded in areas related to internet processes, customer support, user safety or platform management, and you have demonstrated this through a track record of achievements in the policy space. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.
Responsibilities
- Build and lead a high-performing Policy/Process and customer support operations team, optimizing SOP development, testing, and implementation to deliver best-in-class safety and support services.
- Partner with front line agents, LOB leads, user/creator feedback, and Product PMs to rigorously test and iterate SOPs, ensuring timely feedback loops and stronger engagement with Product teams.
- Review and align SOPs in sync with labels and macros, in close partnership with Product owners, to ensure consistency, accuracy, and scalability.
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- Articulate, interpret, and implement global product policies across business support channels, covering user and creator support and safety experiences.
- Ensure alignment and effectiveness across both in-house and BPO teams, driving improvements with success metrics focused on CSAT and AHT.
- Manage cross-team relationships, collaborating with Product, Operations, Legal, and Public Relations to build consensus and enhance support and safety policies.
- Strengthen team performance through strategy definition, effective leadership, and team-building, addressing challenges such as underperformance and personality conflicts.
Qualifications
Minimum Qualifications
- Proven people management experience, leading multicultural teams with the ability to drive performance, build team cohesion, and address underperformance effectively.
- Solid experience in customer support / operations environments, including hands-on involvement in SOP design, implementation, testing, and iteration.
- Demonstrated ability to manage end-to-end projects, with strong stakeholder management and the ability to deliver multiple complex initiatives in parallel.
- Excellent communication and influencing skills, with the ability to align cross-functional teams and drive outcomes.
Preferred Qualifications
- Prior experience working in tech or platform-based environments (e.g., marketplaces, social platforms, or large-scale digital operations).
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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