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🥝 Head of Process & Standards, Customer Support
TikTok | singapore, Singapore | Posted June 17, 2026
Job Description
Responsibilities - Build and lead a high-performing Policy/Process and customer support operations team, optimizing SOP development, testing, and implementation to deliver best-in-class safety and support services.
- Partner with front line agents, LOB leads, user/creator feedback, and Product PMs to rigorously test and iterate SOPs, ensuring timely feedback loops and stronger engagement with Product teams.
- Review and align SOPs in sync with labels and macros, in close partnership with Product owners, to ensure consistency, accuracy, and scalability.
- Articulate, interpret, and implement global product policies across business support channels, covering user and creator support and safety experiences.
- Ensure alignment and effectiveness across both in-house and BPO teams, driving improvements with success metrics focused on CSAT and AHT.
- Manage cross-team relationships, collaborating with Product, Operations, Legal, and Public Relat...