Customer Support Specialist

4 weeks ago

Los Angeles, California, United States Tik Tok Full time
Customer Support Specialist

At TikTok, we're looking for a skilled Customer Support Specialist to join our team. As a key member of our support team, you'll be responsible for resolving internal and external ticket resolutions for creators and clients, and escalating enquiries to Tier 1 teams in our CRM tool.

Key Responsibilities:
  • Resolve campaign executional issues for external users across the entire on-platform working flow.
  • Assist cross-functional teams in supporting advertisers and creators.
  • Help the internal team execute campaigns to engage with targeted creators and summarize campaign performance.
  • Identify the root cause of escalated issues and provide appropriate resolutions to deliver excellent service.
  • Optimize the problem-solving process and efficiency by developing a diagnostic analytic framework for frequently asked questions and partnering with cross-functional teams.
  • Influence Product teams and 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:
  • 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 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.

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 creating an environment that reflects the many communities we reach.

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 https://shorturl.at/ktJP6

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.

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