IT Support Process Engineer

2 days ago


Singapore This is an IT support group Full time

About the Team:

TikTok's Customer Support team is committed to delivering exceptional support to users and creators. As a Support Process Engineer, you will play a key role in shaping policies and processes that enhance the user and creator experience.

You will be responsible for designing and implementing user-centric policies and workflow guidelines, developing Standard Operations Processes (SOPs) that improve platform experience, and driving transformational projects focused on knowledge management and operational improvements.

With a focus on safety, process, and system improvement, you will partner with senior cross-functional leaders to build industry-leading customer support capability, improve product launch readiness, and identify impactful tooling and automation requirements.

Key Responsibilities:

  • Develop customer-focused policies and solutions in a tech organization
  • Influence customer support operations with a focus on safety, process, and system improvement
  • Manage CSAT and service-level agreements (SLAs), inclusive of quality and handling time
  • Work within policy and regulatory domains
  • Project/program management, process optimization, and operations management

Requirements:

  • Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
  • 5+ years experience in customer service and support role
  • Ability to work both independently and as part of a complex matrix organisation
  • Ability to prioritize and deliver within tight deadlines

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