ByteDance - Seattle, WA
posted about 14 hours ago
About the position
ByteDance is seeking a dedicated individual to join our Customer Service Platform (CSP) team. The CSP team integrates product technology resources of the company's internal customer service system, aiming to provide users with efficient self-service solutions and convenient tools for agents to enhance the customer service experience. The role involves understanding the E-Commerce customer service industry, particularly the habits and demands of US buyers, sellers, and front-line staff. You will conduct user research and usability testing, collaborate with various teams, and ensure that product solutions consider user privacy and business security. Additionally, you will be responsible for product planning and decision-making, as well as managing on-call issues and establishing effective communication mechanisms within the team.
Responsibilities
- Familiar with E-Commerce customer service industry, understand US buyer, seller and front-line staff's habits and demands in customer service
- Conduct user research and usability testing, communicate with upstream/downstream teams to collect business information and feedback
- Responsible for US function iteration, take fully consideration of users' privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects
- Formulate product planning, help team to make the right decision
- Provide help or directly participate in general platform product construction
- Promptly respond, distribute and follow-up of on-call problems, sensitive of US user's pain point, responsible for the final result
- Establish communication and cooperation mechanism including product requirements management, information integration and transmission.
