Customer Support Specialist - Product Operations, TikTok Creator Marketplace -USDS - TikTok : Job Details

Responsibilities TikTok 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.We are looking for Customer Support Specialist to join the efforts driving monetization, - Responsible for internal and external ticket resolution for creators and clients, and enquiries escalated by Tier 1 teams in CRM tool.- Have a focus to 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.- Keep optimizing the problem-solving process and efficiency by developing a diagnostic analytic framework for frequently asked questions and by partnering with cross-functional teams.- 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.- 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.Qualifications Minimum 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 This 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.Job Information[For Pay Transparency] Compensation Description (annually) The base salary range for this position in the selected city is $120000 - $253000 annually.Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.For Los Angeles County (unincorporated) Candidates:Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and3. Exercising sound judgment.