Job Description

Global Operations



Technical Project Manager, Customer Support



Location

:



Singapore



Employment Type

:



Regular



Job Code

:



A137771



Responsibilities



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.

Qualifications



Minimum Qualifications

Bachelor's degree or equivalent practical experience. At least 1+ years of experience in project coordination, product/tech operations, customer support, business analysis, or any role demonstrating structured problem-solving and stakeholder collaboration. Strong organizational skills, clear communication, and ability to work in a fast-paced environment. Demonstrated interest in program management, platform services, systems, or technical environments (e.g., coursework, internships, personal projects, exposure to tools).

Preferred Qualifications

Exposure to program management and problem solving, system configuration and delivery, data analysis, is a plus (not mandatory). Ability to break down problems, structure ideas, and communicate clearly with technical and non-technical stakeholders. Comfortable navigating ambiguity and learning quickly. Passion for supporting users and creators and improving their experience through operational excellence and scalable solutions.

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.