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User Support APAC Lead, Customer Support - Trust & Safety

User Support APAC Lead, Customer Support - Trust & Safety

ConfidentialGurgaon / Gurugram, India
6 days ago
Job description

Responsibilities

About the team

We provide support and protection services for ByteDance global community. This includes account access, platform integrity, minor safety, and evolving product support areas. We support platform feedback channels (in-app and webform), emails, appeals, and internal form requests via a dual support model—Tier 1 through BPO partners and Tier 2 with in-house specialists.

ByteDance User Support Team are hiring an APAC Lead to oversee our User Support operations across India and Malaysia. This role is pivotal in driving performance, operational excellence, and strategic alignment across the region.

The successful candidate will lead a group of 5–8 Team Leaders, some of whom may also serve as Line of Business (LOB) Delivery Leads, and will report directly to the Global Head of User Support. The ideal candidate has prior experience managing or mentoring managers, excels at data-driven decision-making, and has a deep understanding of customer support operations, including CSAT, backlog management, and escalation handling.

Responsibilities

  • Lead and mentor 5–8 Team Leaders based in APAC, ensuring alignment to global standards and regional excellence in delivery.
  • Guide and support LOB Delivery Leads to ensure seamless delivery of specialized support scopes (e.g. Account Security, Age Support).
  • Drive performance management through regular check-ins, 1 : 1s, career development planning, and coaching for both direct and indirect reports.
  • Partner closely with Global Head of User Support to :
  • Set clear performance targets across CSAT, SLA, and quality; monitor KPIs and work with team leads on root cause analysis and recovery plans.
  • Collaborate with cross-functional teams to drive improvements in tooling, workflows, and escalation management.
  • Identify headcount and capacity planning needs across the region; support business cases and trade-off decisions where necessary.
  • Ensure regional adherence to global policies and advocate for localization and scalability where relevant.
  • Champion continuous improvement and innovation within support operations.
  • Partner closely with global leadership to cascade strategic priorities and translate them into actionable regional plans.

Qualifications

Minimum Qualifications

  • Bachelor's degree or equivalent experience in Customer Support, Trust & Safety, or a related function within the tech or media industry.
  • Minimum 5 years of experience in support operations, with at least 2 years managing managers or mentoring leads across locations.
  • Proven track record of delivering strong customer experience outcomes (e.g., CSAT improvement, backlog reduction, Tier 2 escalation handling).
  • Skilled at leading distributed teams and collaborating cross-functionally in fast-paced, high-growth environments.

    • Preferred Qualifications

  • Excellent analytical, communication, and stakeholder management skills, with fluency in English required
  • Strong understanding of regional cultural nuances and support needs in India and Southeast Asia.

    • About Us

    Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Lemon8, CapCut and Pico as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.​

    Why Join ByteDance

    Inspiring creativity is at the core of ByteDance's mission. Our innovative products are 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 enrich life - a mission we work towards every day.​

    As ByteDancers, 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. 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​

    ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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 at ByteDance

    ByteDance recognises that keeping our platform safe for the ByteDance 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.​

    Skills Required

    Customer Support, Performance Management, Capacity Planning

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