77 jobs for "Lead Person"

User Support Team Leader, Customer Support

At TikTok - Kuala Lumpur

Posted on Nov 3

View job Apply on company site

Global Content Ecosystem Policy Operation Intern(TikTok-Product-Content Ecosystem)- 2027 Start

At TikTok

Posted on Oct 16

View job Apply on company site

Manager, Local Operations

At Uber - Tokyo

Posted on Oct 20

View job Apply on company site

Strategy & Planning Lead - APAC Delivery

At Uber - Sydney

Posted on Oct 19

View job Apply on company site

Vice President, Contract Negotiation & Data Governance (Hybrid)

At Broadridge - Pittsburgh · New York

Posted on Nov 6

View job Apply on company site

Facilities Sr. Manager

At Flex - Memphis

Posted on Nov 3

View job Apply on company site

Marketing Operations Manager

At Twilio - Remote / Flexible

Posted on Nov 2

View job Apply on company site

Regulatory Operations Lead

At Via - New York City

Posted on Nov 5

View job Apply on company site

Strategy & Operations Manager

At Via - Elmira

Posted on Nov 2

View job Apply on company site

Driver Growth Marketing Principal

At Via - New York City

Posted on Oct 29

View job Apply on company site

Abatement Systems Engineer

At Applied Materials

Posted on Oct 8

View job Apply on company site

Technical Project Management Analyst - Lead

At Leidos - Vienna

Posted on Oct 2

View job Apply on company site

Director, Nike Direct Store Operation, GC

At NIKE, Inc.

Posted on Sep 24

View job Apply on company site

TikTok Shop - Core Seller Growth Specialist

At TikTok - Sao Paulo

Posted on Oct 1

View job Apply on company site

Abatement Systems Engineer

At Applied Materials - Tainan

Posted on Oct 8

View job Apply on company site

Project Manager

At Leidos - Alice Springs

Posted on Sep 23

View job Apply on company site

NIH CIT

At Leidos - Bethesda

Posted on Sep 10

View job Apply on company site

Manager, Customer and Commercial Operations

At Applied Materials - Hsinchu

Posted on Sep 15

View job Apply on company site

Associate Director - Workplace Experience, Hospitality and Project Management

At DTCC - Jersey City

Posted on Jun 11

View job Apply on company site

Program Management Manager ( NPI Experience)

At Flex - Guadalajara

Posted on Sep 22

View job Apply on company site

TikTok

User Support Team Leader, Customer Support

Kuala Lumpur, MalaysiaOperationsPosted 6 days ago

Apply on company site View full job

Responsibilities

About the team
We provide support and protection services for TikTok's global community. This includes account access, platform integrity, minor safety, and evolving product support areas. We support platform feedback channels, including in-app and webform, emails, appeals, and internal form requests via a dual support model with BPO and Inhouse specialists.
This role sits at the center of frontline delivery and line-of-business ownership. The successful candidate will directly lead a team of full-time frontline User Support agents in Kuala Lumpur while also serving as the LOB Leader for a defined Customer Support line of business. In that LOB Leader capacity, this person will act as the primary operational owner for workflow health, customer experience outcomes, and continuous improvement, coordinating closely with cross-functional partners and support functions to drive end-to-end performance.

Responsibilities
- Directly manage a team of frontline full-time User Support agents in Kuala Lumpur, providing day-to-day leadership across performance, attendance, quality, engagement, and development.
- Lead team operations to deliver against core service goals, including CSAT, SLA, backlog health, productivity, and quality outcomes.
- Conduct regular coaching, 1:1s, performance reviews, and career development conversations, building a high-accountability and high-support team environment.
- Serve as the LOB Leader for a designated Customer Support workflow area, acting as the primary point of contact for queue performance, product feedback, operational risks, and customer experience improvements.
- Own the end-to-end health of the assigned LOB across Tier 1 and Tier 2 support flows by monitoring trends, identifying gaps, and coordinating recovery or optimization plans with the relevant owners.
- Drive continuous improvement for the LOB by identifying root causes behind defects in customer experience or operational efficiency, then partnering with Quality, Training, SOP, Workforce Management, Product, Policy, and other cross-functional teams to implement solutions.
- Translate business priorities into clear frontline execution plans, ensuring the team is prepared for workflow changes, policy updates, new launches, and volume shifts.
- Use data and operational insights to surface risks, prioritize issues, and influence decisions on staffing, workflow design, SOP improvements, escalation paths, and tooling enhancements.
- Partner with BPO and in-house stakeholders to ensure alignment on queue handling, escalation management, and readiness plans where the LOB spans multiple delivery models.
- Support headcount and capacity planning discussions for the assigned team and LOB, highlighting trade-offs, readiness risks, and operational dependencies.
- Represent Customer Support in cross-functional discussions related to the owned LOB, ensuring support requirements and customer pain points are clearly reflected in decisions.
- Champion a culture of operational excellence, accountability, and continuous improvement while maintaining strong alignment to global standards and regional site leadership expectations.

Qualifications

Minimum Qualification(s)
- 5+ years of experience in support, Trust & Safety, customer service, or similar operations, including at least 3 years directly managing frontline agents or specialists in an in-house or partner-supported environment.
- Bachelor's degree or equivalent practical experience in Customer Support, Trust & Safety, Operations, or a related field.
- Proven experience owning or materially influencing operational performance across metrics such as CSAT, SLA, backlog, quality, productivity, or resolution time.
- Demonstrated ability to lead from the frontline while also managing broader workflow or program responsibilities across multiple stakeholders.
- Strong analytical problem-solving skills, with experience using data to identify root causes, prioritize actions, and measure impact.
- Experience working cross-functionally with quality, training, workforce management, policy, product, or process teams in a fast-paced environment.
- Excellent communication skills in English, with the ability to influence stakeholders, drive alignment, and communicate clearly across different audiences.

Preferred Qualification(s)
- Experience supporting user-facing operations within Trust & Safety, platform integrity, account access, appeals, or other High-risk support workflows.
- Experience serving as a workflow owner, subject matter lead, or line-of-business lead in addition to frontline people management responsibilities.
- Strong understanding of support operations across both in-house and BPO delivery models.
- Experience leading change management or continuous improvement initiatives that delivered measurable gains in customer experience or operational efficiency.
- Familiarity with the support needs and cultural context across Southeast Asia markets is a plus.

Responsibilities

Qualifications

Qualifications

Minimum Qualification(s)
- 5+ years of experience in support, Trust & Safety, customer service, or similar operations, including at least 3 years directly managing frontline agents or specialists in an in-house or partner-supported environment.
- Bachelor's degree or equivalent practical experience in Customer Support, Trust & Safety, Operations, or a related field.
- Proven experience owning or materially influencing operational performance across metrics such as CSAT, SLA, backlog, quality, productivity, or resolution time.
- Demonstrated ability to lead from the frontline while also managing broader workflow or program responsibilities across multiple stakeholders.
- Strong analytical problem-solving skills, with experience using data to identify root causes, prioritize actions, and measure impact.
- Experience working cross-functionally with quality, training, workforce management, policy, product, or process teams in a fast-paced environment.
- Excellent communication skills in English, with the ability to influence stakeholders, drive alignment, and communicate clearly across different audiences.

Preferred Qualification(s)
- Experience supporting user-facing operations within Trust & Safety, platform integrity, account access, appeals, or other High-risk support workflows.
- Experience serving as a workflow owner, subject matter lead, or line-of-business lead in addition to frontline people management responsibilities.
- Strong understanding of support operations across both in-house and BPO delivery models.
- Experience leading change management or continuous improvement initiatives that delivered measurable gains in customer experience or operational efficiency.
- Familiarity with the support needs and cultural context across Southeast Asia markets is a plus.

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

View company profile