Customer Service Solution Manager - Customer Support

Description

About the team
TikTok's Customer Support teams vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced, strategic, and results-oriented individual to join the team at the forefront of this mission. In this role, you will be responsible for leading the end-to-end design, implementation, and optimization of customer service solutions. You will partner closely with cross-functional teams—especially Product feature and process teams—to gain a profound understanding of product features. By aligning support strategies with product development, you will champion our users’ needs, advocate for them in critical forums, and proactively build comprehensive support frameworks and solutions that deliver exceptional user and creator experiences globally.

Responsibilities
- Drive end-to-end customer service solution strategies, proactively collaborating with Product and XFN teams to deeply understand new product features and user journeys before launch.
- Translating complex product mechanics into optimal, scalable support solutions and user education materials that proactively address potential friction points.
- Lead deep cross-functional communication and strategic planning to ensure support readiness, working across Product, Operations, Legal, and Compliance (e.g., GDPR, PSD2) to deliver holistic, market-leading service strategies.
- Design, optimize, and scale end-to-end operational processes (SOPs) and workflows, utilizing data-driven insights to leverage SOP Standards, and elevate the overall user and creator experience.
- Ensure consistency between human SOP, AI SOP, help center articles as well as US team with global level high standard SOP quality.
- Champion innovation and efficiency by developing automated and self-service support capabilities, including AI agents, chatbots, and advanced knowledge bases, reducing manual effort while maximizing user satisfaction.
- Challenge the status quo by continuously assessing and refining global support solutions to meet ambitious customer service goals, remaining agile in a fast-paced environment.

Requirements

Minimum Qualification(s):
- Bachelor’s degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years in Customer Service/Support with a focus on operational excellence and continuous improvement
- 3+ years experience developing customer support processes and strategic solutions in a fast-paced environment
- Proven experience in process design, optimisation and project/program management
- Strong communication & interpersonal skills, with the ability to collaborate effectively across functions and resolve complex issues

Preferred Qualification(s):
- Passion for delivering empathetic, efficient, and solutions-focused support experiences.
- Experience working within policy compliance and regulatory domain in key global markets
- Strong track record of meeting key operational support metrics (CSAT, SLA)
- Experience leading user education initiatives and managing Help Centers
- Familiarity with AI-driven support tools and chatbots
- Strong prioritization skills and ability to deliver within tight deadlines