Technical Project Manager, Customer Support
TikTok.com
Office
Singapore, Singapore
Full Time
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.
About the team
TikTok'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.
About the Role
As a Technical Program Manager, you will help develop and implement customer support platform requirements that serve our users and creators globally. You will represent customer support to work cross-functionally with product managers, engineering, operations, data science, policy and communications teams to enhance operational excellence and improve the end-to-end support experience.
In this role, you will support platform improvements, conduct user support analysis, and contribute to the customer support product and feature development roadmap. You will help monitor trends, identify gaps, and propose solutions using data and structured problem statements to influence cross-functional teams. You will then partner the business in finalising the product solution before coordinating the testing and acceptance and managing the last mile delivery and change management.
We welcome applicants early in their careers who demonstrate strong problem-solving skills, ownership, learning agility, and a genuine passion for improving customer support experiences. Prior TPM experience is not required; however, interest or exposure to program and project management, problem solving, technical environments, systems, or cross-functional project work is beneficial.
Responsibilities
- Act as a bridge across Product, Engineering, UI/UX, Data Analytics and Customer Support Ops, supporting the delivery of new features and improvements.
- Assist in managing cross-functional programs and driving timelines, dependencies, and communication.
- Contribute to building and maintaining roadmaps with engineering and product teams.
- Support in defining simple, scalable processes for driving programs and improving ways of working in a data-driven manner.
- Proactively surface gaps, risks, or workflow issues and work with relevant teams on solutions.
- Translate analyses and insights into actionable recommendations to support business goals.
- Collaborate with cross-functional partners to identify, assess, and resolve product or workflow challenges.
- Support thought leadership and continuous improvement within Customer Support through structured problem-solving.
About the team
TikTok'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.
About the Role
As a Technical Program Manager, you will help develop and implement customer support platform requirements that serve our users and creators globally. You will represent customer support to work cross-functionally with product managers, engineering, operations, data science, policy and communications teams to enhance operational excellence and improve the end-to-end support experience.
In this role, you will support platform improvements, conduct user support analysis, and contribute to the customer support product and feature development roadmap. You will help monitor trends, identify gaps, and propose solutions using data and structured problem statements to influence cross-functional teams. You will then partner the business in finalising the product solution before coordinating the testing and acceptance and managing the last mile delivery and change management.
We welcome applicants early in their careers who demonstrate strong problem-solving skills, ownership, learning agility, and a genuine passion for improving customer support experiences. Prior TPM experience is not required; however, interest or exposure to program and project management, problem solving, technical environments, systems, or cross-functional project work is beneficial.
Responsibilities
- Act as a bridge across Product, Engineering, UI/UX, Data Analytics and Customer Support Ops, supporting the delivery of new features and improvements.
- Assist in managing cross-functional programs and driving timelines, dependencies, and communication.
- Contribute to building and maintaining roadmaps with engineering and product teams.
- Support in defining simple, scalable processes for driving programs and improving ways of working in a data-driven manner.
- Proactively surface gaps, risks, or workflow issues and work with relevant teams on solutions.
- Translate analyses and insights into actionable recommendations to support business goals.
- Collaborate with cross-functional partners to identify, assess, and resolve product or workflow challenges.
- Support thought leadership and continuous improvement within Customer Support through structured problem-solving.