Customer Support Specialist - Product Operations, ...

ResponsibilitiesTikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.TikTok Creator Marketplace (TTCM) is the official platform for brand and creator collaborations on TikTok, allowing brands and agencies to connect with over 800,000 qualified creators* across the globe. For brands and agencies, the Creator Marketplace enables instant and easy access to a diverse variety of creators, to deliver high-performing campaigns based on your brief.In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.We are looking for Customer Support Specialist to join the efforts driving monetization, - Manage customer/seller/creator enquiries escalated by Tier 1 teams in CRM tool.- Have special focus on data analytical area. Be the main point of contact to handle requests/tickets to pull/ modify/ analyze data for the internal team.- Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.- Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.- Promptly escalate critical/ high-risk cases to the appropriate authority. Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall customer experience.- Support ad-hoc projects and initiatives per business needs.QualificationsMinimum qualifications:- BA/BS degree or equivalent practical experience.- Requires some experience in a customer service environment, at least 1 year.- Data analytical certificate or equivalent practical experience of more than 1 year would be a huge plus.- Experience of generating insights through data analysis and the experience of solving problems through process/product optimization are preferred.- Demonstrates effective, clear and professional written and oral communication with team members and customers.- Eager to learn, initiative taker and problem-solver.- High problem solving and priority skills.Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.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.TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.

Created: 2024-10-26