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Customer Support Specialist – TikTok

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About USDS: At TikTok, we’re committed to a process of continuous innovation and improvement in our user experience and safety controls. We’re proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we’re dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data. U.S. Data Security (“USDS”) is a standalone department 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 user data in the U.S., 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 Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more. 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. 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.
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. – Proactive and continuous improvement attitude. – High problem solving and priority skills. – Meticulous and organized. – Have a good temper to handle disputes and emergencies and must be service-oriented to handle and resolve disputes.