Responsibilities
About TikTok U.S. Data Security
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 Us
Creation 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.
About the Team
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. The User Operations arm of TikTok's User and Product Operations team helps ensure we're delivering on this mission through all of our user-facing communication efforts.
The User Support Quality Specialist will report to the User Support Quality Assurance Team Lead. This role will support the User Support Associates, QA Analysts, and Team Leads with the goal of providing TikTok users with a superior experience. This is the role for you if you are deeply passionate about user support, improving quality metrics, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok. You are a user support contact center savvy individual focusing on understanding the overall user experience provided.

• Complete weekly quality evaluations based on goals set by the QA team lead
• Test processes from projects initiated by team lead, L&Q manager, or QA-IBS.
• Share data and findings from evaluations with QA Analysts to ensure proper support is provided across the organization
• Provide timely feedback to User Support Associates
• Participate in weekly calibrations to ensure accuracy when performing evaluations.
• Stay up to date on the latest user support policies and educate teams consistently so that you're always offering the most comprehensive support possible
• Support the audit of SOPs and Macros
• Maintain an understanding of TikTok’s policies, procedures, app features, and internal documents
• Work on AdHoc projects as requested by leadership

Qualifications

• Bachelor's degree or equivalent work experience.
• 2 years experience in a user-focused customer service function.
• 1 years as an SME or similar experience
• Intermediate knowledge of CRM software systems such as Zendesk, Google Sheets/Excel, Redbox, or Verint.
• Great communicator with attention to detail, highly self-driven, and results-oriented.
• Excellent problem-solving skills.
• Strong written communication.
• Preferred experience with Quality Assurance evaluating

D&I Statement
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.
Accommodation Statement
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 usds.accommodations@tiktokusds.com