Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to build industry-leading customer support capability, identifying most impactful process, tooling and automation requirements.

Responsibilities:
-Develop product and platform expertise, working closely with Product, Engineering, Operations and Legal teams to diagnose and resolve customer issues
- Develop, launch and measure Standard Operations Processes (SOPs) to improve user and creator platform experience
- Strategically prioritise, optimize and scale customer support processes to enhance efficiency and effectiveness, incorporating data-driven insights and metrics
- Drive projects and programs to reduce manual work through automation and self-service solutions (e.g., chatbots, AI agents, knowledge base)
- Work closely with Compliance to stay aligned with GDPR, PSD2, and other regulatory requirements
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes

Qualifications
Minimum Qualifications
- 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
- 2+ years experience developing customer support policies and 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 Qualifications
- 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
- Passion for delivering empathetic, efficient, and solutions-focused support experiences.

Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an Always Day 1 mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Policy Specialist, Customer Support - Trust and Safety