75 jobs for "Services Specialist"

User Support Team Leader, Customer Support

At TikTok - Kuala Lumpur

Posted on Nov 3

View job Apply on company site

Deputy Program Manager

At Leidos - Remote / Flexible

Posted on Nov 7

View job Apply on company site

Lead IT Implementation Specialist

At Labcorp - Durham

Posted on Nov 9

View job Apply on company site

Data Center Critical Facilities V

At Equinix, Inc

Posted on Nov 3

View job Apply on company site

Manager, Brokerage Operations

At Fidelity Investments - Jersey City

Posted on Oct 27

View job Apply on company site

Equity Sales and Products Associate

At Morgan Stanley - New York

Posted on Oct 19

View job Apply on company site

Law Enforcement Response Specialist, EMEA - Trust & Safety

At TikTok - Dublin

Posted on Oct 16

View job Apply on company site

Deputy Program Manager

At Leidos - Remote / Flexible

Posted on Nov 7

View job Apply on company site

Senior Project Manager

At Leidos - Arlington

Posted on Oct 29

View job Apply on company site

Technical Service Specialist I - Toxicology Instrument Team

At Labcorp - Phoenix

Posted on Nov 2

View job Apply on company site

Technical Service Specialist I - Toxicology Instrument Team

At Labcorp - Tucson

Posted on Nov 2

View job Apply on company site

Technician, New Bond Street

At Sotheby's - London

Posted on Oct 28

View job Apply on company site

Operations Analyst, Data and Performance

At Sotheby's - New York

Posted on Oct 23

View job Apply on company site

Shipping Coordinator

At Sotheby's - Genève

Posted on Oct 23

View job Apply on company site

Disability Claims Specialist

At Prudential Financial - Remote / Flexible

Posted on Oct 7

View job Apply on company site

TikTok Shop- Service Account Management Lead

At TikTok - Seattle

Posted on Sep 30

View job Apply on company site

Document Technician

At Fisher Investments - Plano

Posted on Oct 9

View job Apply on company site

Director, LATAM Carrier Relations

At Twilio - Remote / Flexible

Posted on Sep 11

View job Apply on company site

Strategy & Operations Principal

At Via - New York City

Posted on Jun 15

View job Apply on company site

Marketing Automation Campaign Specialist

At Labcorp - Bengaluru

Posted on Oct 31

View job Apply on company site

TikTok

User Support Team Leader, Customer Support

Kuala Lumpur, MalaysiaOperationsPosted 7 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