Customer Support Specialist - Product Operations, TikTok Creator Marketplace -USDS

$120,000 - $253,000/Yr

Tiktok - Los Angeles, CA

Full-time - Entry Level

Los Angeles, CA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Customer Support Specialist at TikTok will play a crucial role in driving monetization efforts by providing exceptional support to creators and clients. This position focuses on resolving internal and external ticket inquiries, addressing campaign execution issues, and enhancing the overall customer experience through effective problem-solving and collaboration with cross-functional teams.

Responsibilities

• Responsible for internal and external ticket resolution for creators and clients, and enquiries escalated by Tier 1 teams in CRM tool.
• Resolve campaign executional issues of external users across the entire on-platform working flow, and assist cross-functional teams in supporting the advertisers and creators.
• Help the internal team to execute campaigns to engage with targeted creators and support to summarize the campaign performance.
• 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.
• Optimize the problem-solving process and efficiency by developing a diagnostic analytic framework for frequently asked questions and by partnering with cross-functional teams.
• Identify ongoing issues and eliminate repeat complaints, reduce escalation rate to enhance the operating process and improve overall customer experience.
• Influence Product teams & provide feedback on product improvement.
• Engage sellers to develop long-term relationships and confidence in TikTok Commerce.
• Support ad-hoc projects and initiatives per business needs.

Requirements

• BA/BS degree or equivalent practical experience.
• At least 1 year of experience in a customer service environment.
• Data analytical certificate or equivalent practical experience of more than 1 year is a huge plus.
• Experience of generating insights through data analysis and solving problems through process/product optimization is 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.

Nice-to-haves

• Experience in data analysis and generating insights.
• Experience in process/product optimization.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents, and a Health Savings Account (HSA) with a company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans.
• Flexible Spending Account (FSA) options like Health Care, Limited Purpose and Dependent Care.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) and 10 paid sick days per year.
• 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
• Mental and emotional health benefits through EAP and Lyra.
• 401K company match, gym and cellphone service reimbursements.