Top Glove jobs

Global Operations

Creator Support Specialist, Customer Support

Location
:

Kuala Lumpur

Employment Type
:

Regular

Job Code
:

A92672

Responsibilities

About the team
The Creator Support Team at TikTok is at the heart of our commitment to empowering creators globally. Our mission is to ensure that every creator feels safe, supported, and valued throughout their TikTok journey. By providing a seamless and personalized support experience, we enable creators to focus on what they do best—creating content that resonates with audiences worldwide. We understand that our creators are at the heart of the TikTok community, and we are committed to supporting their safety and success in every interaction.

About the role
As a Creator Support Specialist, you will play a key role in delivering outstanding white-glove service to TikTok creators. You will manage a range of creator inquiries and issues, offering personalized support, guiding creators through platform features, and ensuring a smooth, top-tier experience. Representing the voice of TikTok, you will handle creator inquiries across various channels, including email, ticketing systems, in-app messages, and live chat, with a strong emphasis on efficient, first-touch issue resolution.

In this dynamic role, you will not only address general support queries but also take the lead in handling safety-related concerns, ensuring that creators can engage with TikTok confidently and securely. You will collaborate with cross-functional teams to address complex challenges, gather essential information, and engage with creator partners to deliver precise and effective solutions. By leveraging proprietary tools and following standard operating procedures (SOPs), you will deliver consistent, thoughtful solutions and uphold TikTok’s highest standards of service. You will be at the forefront of shaping the creator experience, working within a team that is dedicated to offering top-tier service and maintaining a safe, engaging, and supportive environment for creators everywhere. Success will be determined by productivity, quality, and resolution-based metrics.

Responsibilities

• Respond efficiently, accurately and with compassion to users who reach out to TikTok for help.
• Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
• Contribute to strategic growth initiatives and special projects as needed.
• Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc.

Qualifications

Minimum Qualifications

• Professional working proficiency (written and spoken) in English
• Minimum 1 year experience in a user support or customer service role
• Experience providing exceptional customer service via email/written channels
• Demonstrates strong multitasking abilities, effectively managing concurrent requests from multiple sources
• Strong written communication skills
• Proficiency with computers, CRM software, and strong typing skills
• First-class time management and decision-making skills

Preferred Qualifications

• Literacy of internet culture and user behavior on social media

Job Information

Trust & Safety

Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

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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.

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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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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.

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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.

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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.

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Diversity & Inclusion

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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.