Customer Service Solution Manager - Customer Support

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.