Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About the Team
Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week.
The Associate will play a direct role in helping to establish TikTok as our users’ favorite daily experience through processing user requests through email and ticketing systems. They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions. Success will be determined by productivity, quality, and resolution-based metrics.
We're looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate. A high level of familiarity with the TikTok user experience is a plus.
Responsibilities

• Respond efficiently, accurately and with compassion to users who reach out to TikTok for help.
• Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
• Contribute to strategic growth initiatives and special projects as needed.
• Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc.

Qualifications
Who You Are

• User first. You're obsessed with providing a first class experience to TikTok users. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You're naturally patient and your last user support response of the day is always as supportive as your first. You communicate clearly and empathetically, no matter how tense a situation might be.
• Cool and calm. You like moving fast and change energizes you. You're able to quickly adapt to using a new process or tool from day to day.
• Tool proficient. You have experience with backend user support tools (examples: Zendesk, Sprinklr, HubSpot, etc) and can quickly learn how to use new tools.
• Detail oriented. You follow complicated processes better than anyone you know. You're able to quickly spot errors and fix them.
• Team player. You ask for help when you need it. You support your peers when they ask for help. You're the first to raise your hand to try out a new process and provide feedback. You bring a positive attitude, no matter the situation, and are solution oriented.

Qualifications

• Must be fluent in English and French as this associate will be covering support tickets from French speaking users
• Minimum 1 year experience in a user support or customer service role
• Experience providing exceptional customer service via email/written channels
• Strong multi-tasking skills (you can juggle requests coming in 3 different places no problem)
• Strong written communication skills
• Proficiency with computers, CRM software, and strong typing skills
• First-class time management and decision-making skills
• High School Diploma or equivalent
• Literacy of internet culture and user behavior on social media preferred

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 during our recruitment process. If you need assistance or an accommodation, please reach out to us at recruiting.corp@tiktok.com.
Job Information
The hourly rate range for this position in the selected city is $20.70- $22.95.
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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.
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At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:
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We cover 100% premium coverage for employee medical insurance, 80% 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.
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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.
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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.