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

Tiktok • Mountain View, CA

440d • $129,000 - $203,000 • Hybrid

About The Position

The Customer Support Specialist for Product Operations at TikTok Creator Marketplace plays a crucial role in managing customer inquiries and escalations, focusing on data analysis to enhance customer experience. This position is part of the U.S. Data Security division, which emphasizes data protection and content assurance for U.S. users. The specialist will work closely with various teams to resolve issues, improve processes, and support ad-hoc projects, all while adhering to TikTok's mission of inspiring creativity and bringing joy.

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 plus.
• Experience in generating insights through data analysis and solving problems through process/product optimization is preferred.
• Effective, clear, and professional written and oral communication skills.
• Eager to learn, take initiative, and solve problems.
• Strong problem-solving and prioritization skills.

Nice To Haves

• Experience in a fast-paced tech environment.
• Familiarity with CRM tools and data analysis software.

Responsibilities

• Manage customer/seller/creator inquiries escalated by Tier 1 teams in CRM tool.
• Focus on data analytical tasks, serving as the main point of contact for data requests and analysis.
• Respond to internal and external customer escalations quickly and professionally, meeting quality expectations.
• Identify root causes of escalated issues and provide appropriate resolutions to enhance service delivery.
• Summarize Q&A and log information in the knowledge management tool.
• Escalate critical/high-risk cases to the appropriate authority and coordinate with other teams to resolve issues.
• Identify ongoing issues to eliminate repeat complaints and reduce escalation rates, improving overall customer experience.
• Support ad-hoc projects and initiatives as needed.

Benefits

• 100% premium coverage for employee medical insurance, approximately 75% for dependents.
• Health Savings Account (HSA) with company match.
• Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
• Flexible Spending Account (FSA) options for healthcare and dependent care.
• 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO).
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Bachelor's degree