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TikTok

Voice of Customer Specialist, Customer Support - Trust & Safety

Kuala Lumpur, MalaysiaOperationsPosted 4 days ago

Apply on company site View full job

Responsibilities

About the team
The Voice of Customer (VoC) Team turns customer signals into clear diagnoses, prioritized actions, and measurable outcomes. By connecting individual issues and systemic patterns to accountable owners, we solve root causes rather than just symptoms. Working closely with cross-functional teams globally, we govern, track, and validate customer issues across a 24/7 operational coverage model from initial signal to resolution.

About the role
As a Voice of Customer Specialist, you will drive two key workstreams: Escalation Management (including hands-on shift coverage and case scrubbing) and Root Cause Analysis. You will triage escalated cases in real time, analyze customer signals to identify systemic issues, and translate findings into actionable, decision-ready insights.
In this role, you will help convert prioritized observations into governed initiatives with clear owners, timelines, and measurable outcomes. You will track progress, escalate bottlenecks, participate in global shift handovers, and validate that delivered changes truly resolve customer pain points. While you own diagnosis, governance, and validation, cross-functional delivery teams remain responsible for solution design and execution.

Responsibilities
- Monitor, triage, and scrub customer signals and escalations by urgency, severity, customer impact, and business risk.
- Coordinate live escalations through resolution, executing smooth shift handovers and keeping key stakeholders aligned on confirmed facts, risks, and next steps.
- Perform root cause analysis on recurring cases to distinguish isolated incidents from systemic process, product, or policy gaps.
- Translate customer data and case scrubbing findings into clear problem statements, evidence-based insights, and prioritized improvement initiatives.
- Partner with cross-functional and global teams to assign ownership, set milestones, track progress, and escalate blocked commitments.
- Evaluate completed changes by measuring post-implementation customer impact to determine whether to close, adjust, or scale initiatives.
- Deliver concise updates and decision requests to leadership regarding progress, risks, and overdue items.

Qualifications

Minimum Qualifications
- 2+ years of experience in customer experience, escalation management, root cause analysis, or operational problem-solving.
- Ability to work flexible shift schedules, including staggered working hours or weekend coverage as required by the operational support model.
- Strong analytical skills with a demonstrated ability to evaluate complex evidence, scrub operational data, and identify root causes.
- Proven track record of coordinating cross-functional initiatives, establishing project ownership, and driving accountability.
- Excellent organizational skills with the ability to manage live escalations and project work simultaneously.

Preferred Qualifications
- Experience with Voice of Customer (VoC) frameworks, customer journey mapping, or continuous improvement methodologies (e.g., Lean, Six Sigma).
- Demonstrated experience managing improvement projects from problem identification through post-implementation validation.
- Familiarity with customer support tooling, issue classification systems, and portfolio reporting tools.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications
- 2+ years of experience in customer experience, escalation management, root cause analysis, or operational problem-solving.
- Ability to work flexible shift schedules, including staggered working hours or weekend coverage as required by the operational support model.
- Strong analytical skills with a demonstrated ability to evaluate complex evidence, scrub operational data, and identify root causes.
- Proven track record of coordinating cross-functional initiatives, establishing project ownership, and driving accountability.
- Excellent organizational skills with the ability to manage live escalations and project work simultaneously.

Preferred Qualifications
- Experience with Voice of Customer (VoC) frameworks, customer journey mapping, or continuous improvement methodologies (e.g., Lean, Six Sigma).
- Demonstrated experience managing improvement projects from problem identification through post-implementation validation.
- Familiarity with customer support tooling, issue classification systems, and portfolio reporting tools.

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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