159 jobs for "Customer Support Technician-IMP"

Voice of Customer Specialist, Customer Support - Trust & Safety

At TikTok - Kuala Lumpur

Posted on Nov 5

View job Apply on company site

User Support Team Leader, Customer Support

At TikTok - Kuala Lumpur

Posted on Nov 3

View job Apply on company site

TikTok Shop - Customer Experience Program Manager, Loyalty & Support

At TikTok - London

Posted on Nov 2

View job Apply on company site

Business Management Operations III - (B3)

At Applied Materials - Santa Clara

Posted on Nov 9

View job Apply on company site

Sr. Analyst, Product and Pricing Operations

At Salesforce - Indianapolis

Posted on Nov 1

View job Apply on company site

Data Center Customer Operations Engineer (Shift Work)

At Equinix, Inc

Posted on Oct 20

View job Apply on company site

Claims Contact Center Associate (Remote 3pm-11pm) | PGIM Ireland

At Prudential Financial - Remote / Flexible

Posted on Nov 6

View job Apply on company site

Deputy Program Manager

At Leidos - Remote / Flexible

Posted on Nov 7

View job Apply on company site

Technical Project Manager

At Schneider Electric - Cavite

Posted on Oct 15

View job Apply on company site

Senior Manager, Brokerage Money and Asset Movement

At Fidelity Investments - Westlake

Posted on Nov 6

View job Apply on company site

Sales Operations Associate Analyst

At Salesforce - Sao Paulo

Posted on Oct 30

View job Apply on company site

Associate Analyst, Corporate Actions

At Fidelity Investments - Jersey City

Posted on Oct 28

View job Apply on company site

Business Unit Operations

At Applied Materials - Santa Clara

Posted on Oct 31

View job Apply on company site

Deputy Program Manager

At Leidos - Remote / Flexible

Posted on Nov 7

View job Apply on company site

Customer and Commercial Operations II

At Applied Materials - Tokyo · Osaka

Posted on Oct 24

View job Apply on company site

Operations Support Planner

At Leidos - Reston

Posted on Oct 28

View job Apply on company site

Junior Executive - Program Management

At Flex - Coimbatore

Posted on Nov 6

View job Apply on company site

Operations Associate

At Esri - Redlands

Posted on Nov 6

View job Apply on company site

Business Planning & Operations Partner

At Coupa - Remote / Flexible

Posted on Nov 7

View job Apply on company site

New Product Introduction Project Manager

At Jabil

Posted on Nov 6

View job Apply on company site

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

View company profile