Head of Quality, Customer Support - Trust and Safety

Responsibilities

TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

We are seeking a Head of Quality to lead and manage the quality assurance and improvement initiatives for our Customer Support organization. This leadership role will be responsible for designing and executing customer service quality programs that drive performance, operational efficiency, and customer satisfaction. As the Head of Quality Programs, you will work closely with key stakeholders across the organization to build and refine processes that ensure the highest standards of service delivery for our customers.

1. Quality Strategy Leadership: Develop and execute a comprehensive quality program strategy that supports business goals, ensuring the delivery of world-class customer support experiences in alignment with company objectives.
2. Program Development & Management: Design, implement, and manage end-to-end quality programs that drive measurable improvements in customer service performance and enable scalable, fair, effective and statistically relevant quality processes for Customer Support. This includes setting quality standards, defining success metrics, and monitoring program effectiveness. While establishing and maintaining rigorous audit and review processes to guarantee adherence to quality guidelines.
3. Cross-Functional Collaboration: Partner with key stakeholders, including Customer Support Operations, Product, Engineering, and other relevant departments, to align on quality expectations, identify opportunities for process improvements, and resolve customer pain points.
4. Performance Monitoring & Reporting: Leverage data analytics to monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), first contact resolution (FCR), resolution time and developing metrics, while using these insights to drive continuous improvement. Deliver actionable insights through detailed reporting and visual dashboards to inform decision-making at all levels.
5. Continuous Improvement: Lead initiatives aimed at improving overall quality in customer interactions, process efficiency, and the resolution of customer issues. Implement best practices, frameworks, and methodologies to ensure the consistency and sustainability of quality initiatives (e.g., Lean, Six Sigma, Kaizen). Stay up-to-date with the latest industry trends, emerging technologies, and customer service best practices. Drive innovation in quality programs and explore new tools, platforms, and approaches to improve customer support at scale.
6. Training & Development: Support the training team in designing programs and partner with technical project management team in evolving performance support tools to ensure all customer support staff are well-equipped with the knowledge, skills, and processes needed to meet quality standards. Ensure continuous development to maintain a high level of service excellence.
7. Customer Feedback & Insights: Act as the voice of the customer by collecting, analyzing, and applying customer feedback to enhance service quality and overall support experience. Work with cross functional partners to identify and address recurring issues affecting customers.

Qualifications

Minimum Qualifications

1. Bachelor’s degree in Business, Operations, or a related field, or equivalent experience.
2. 5+ years of experience in customer support or quality management, with at least 5 years in a leadership role.
3. Extensive experience in designing and executing quality programs, including performance measurement, process optimization, and continuous improvement initiatives.
4. Experience in compliance requirements with internal and external quality standards, regulatory requirements, and best practices within the customer support function.
5. Experience in managing and leading teams from diverse backgrounds and skillsets, including objective setting and performance reviews.
6. Strong analytical and problem-solving skills, with the ability to derive insights from data to drive actionable decisions.
7. Excellent communication, presentation, and interpersonal skills, with the ability to influence and engage with both senior leaders and cross-functional teams.
8. Proven track record of driving operational excellence and customer satisfaction improvements in a fast-paced, technology-driven environment.

Preferred Qualifications

1. Experience in the technology industry, particularly in a SaaS or tech support environment.
2. Expertise in quality methodologies, such as Six Sigma, Lean, or other process improvement frameworks.
3. Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and analytics tools (e.g., Tableau, Power BI).
4. Familiarity with AI and automation tools used in customer support and service quality programs.

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.

Trust & Safety

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.