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Policy specialist, customer support

1 week ago

Singapore This Is An IT Support Group Full time

About the Team:
Tik Tok'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 Tik Tok'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 drive transformational change.
Responsibilities:
Design user and creator centric policies and workflow guidelines
Develop, launch and measure Standard Operations Processes (SOPs) that improve user and creator platform experience
Drive transformational projects and programs focusing on knowledge management and operational improvements
Stay up to date on key policy updates and relevant regulations and embed these into the SOP and workflow designs to mitigate risk
Partner with senior cross-functional leaders to build industry-leading customer support capability, improve product launch readiness and identify most impactful tooling and automation requirements
Qualifications:
Minimum Qualifications:
Experience in developing customer-focused policies and solutions in a tech organization
Experience in influencing customer support operations with a focus on safety, process and system improvement
Experience in senior stakeholder management, influencing across all levels and cultures
Experience in managing CSAT and service-level agreements (SLAs), inclusive of quality and handling time
Experience working within policy and regulatory domain
Direct experience in project/program management, process optimisation and operations management
Preferred Qualifications:
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 (eg Product, Engineering, Legal)
Ability to prioritize and deliver within tight deadlines
Job Information:
Tik Tok recognises that keeping our platform safe for the Tik Tok 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.
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