What are the responsibilities and job description for the Customer Support Associate - USDS position at TikTok USDS Joint Venture?
Responsibilities
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, you will play a direct role in establishing TikTok as our users’ favorite daily experience by responding in a warm, empathetic, and on-brand manner.
This role requires a self-motivated individual who is proficient in using various proprietary tools and Standard Operating Procedures (SOPs) to resolve a wide range of user issues with a focus on first-touch issue resolution. Success will be determined by meeting or exceeding key metrics for productivity, quality, and user satisfaction. You will thrive in a fast-paced, self-led environment and possess a natural curiosity for investigating problems and identifying solutions. A high level of familiarity with the TikTok user experience is a plus.
Who You Are
- User First: You have a deep sense of humility and empathy, placing the user's experience above all else. You are dedicated to understanding our community's needs and providing compassionate support in every interaction.
- Driven for Impact: You are not just a task-doer; you are a proactive problem-solver. You are motivated to exceed goals, identify inefficiencies, and contribute to larger projects that have a measurable impact on our operational success.
- Always Learning & Adapting: You thrive in a fast-paced and ambiguous environment. You are quick to learn new tools and policies, embracing change as an opportunity to grow and improve your skills.
- Collaborative & Accountable: You are a dedicated team player who works seamlessly with peers and cross-functional partners. You are highly accountable for your work, supporting your team members and demonstrating integrity in all your actions.
- Detail-Oriented: You have a sharp eye for detail, ensuring accuracy in all your work, from following complex processes to spotting errors and contributing to their resolution.
Responsibilities
- Respond efficiently and with compassion to user inquiries via email and a ticketing system, demonstrating strong customer service skills.
- Utilize a proficient working knowledge of internal tools and SOPs to accurately apply case type labels, troubleshoot issues, and provide comprehensive support.
- Identify and escalate new or common user issues in a timely manner, contributing to the development of solutions and processes.
- Consistently meet or exceed KPI goals for productivity, quality, and user satisfaction (CSAT).
- Effectively manage your time with the strong ability to multi-task and maintain high-quality work in a fast-paced environment.
- Collaborate with cross-functional teams to ensure the best user experience and align on shared goals.
Qualifications
Minimum Qualifications
- Minimum 1 year of experience in a user support or customer service role.
- Experience providing exceptional customer service via email/written channels.
- Proficiency with computers, CRM software, and strong typing skills.
- Strong written communication skills, with a clear and empathetic tone.
- Excellent time management, multitasking, and decision-making skills.
- A basic analytical mindset, with the ability to understand and interpret user data to identify themes.
- High School Diploma or equivalent.
Preferred Qualifications
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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://tinyurl.com/USDS-RA
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, you will play a direct role in establishing TikTok as our users’ favorite daily experience by responding in a warm, empathetic, and on-brand manner.
This role requires a self-motivated individual who is proficient in using various proprietary tools and Standard Operating Procedures (SOPs) to resolve a wide range of user issues with a focus on first-touch issue resolution. Success will be determined by meeting or exceeding key metrics for productivity, quality, and user satisfaction. You will thrive in a fast-paced, self-led environment and possess a natural curiosity for investigating problems and identifying solutions. A high level of familiarity with the TikTok user experience is a plus.
Who You Are
- User First: You have a deep sense of humility and empathy, placing the user's experience above all else. You are dedicated to understanding our community's needs and providing compassionate support in every interaction.
- Driven for Impact: You are not just a task-doer; you are a proactive problem-solver. You are motivated to exceed goals, identify inefficiencies, and contribute to larger projects that have a measurable impact on our operational success.
- Always Learning & Adapting: You thrive in a fast-paced and ambiguous environment. You are quick to learn new tools and policies, embracing change as an opportunity to grow and improve your skills.
- Collaborative & Accountable: You are a dedicated team player who works seamlessly with peers and cross-functional partners. You are highly accountable for your work, supporting your team members and demonstrating integrity in all your actions.
- Detail-Oriented: You have a sharp eye for detail, ensuring accuracy in all your work, from following complex processes to spotting errors and contributing to their resolution.
Responsibilities
- Respond efficiently and with compassion to user inquiries via email and a ticketing system, demonstrating strong customer service skills.
- Utilize a proficient working knowledge of internal tools and SOPs to accurately apply case type labels, troubleshoot issues, and provide comprehensive support.
- Identify and escalate new or common user issues in a timely manner, contributing to the development of solutions and processes.
- Consistently meet or exceed KPI goals for productivity, quality, and user satisfaction (CSAT).
- Effectively manage your time with the strong ability to multi-task and maintain high-quality work in a fast-paced environment.
- Collaborate with cross-functional teams to ensure the best user experience and align on shared goals.
Qualifications
Minimum Qualifications
- Minimum 1 year of experience in a user support or customer service role.
- Experience providing exceptional customer service via email/written channels.
- Proficiency with computers, CRM software, and strong typing skills.
- Strong written communication skills, with a clear and empathetic tone.
- Excellent time management, multitasking, and decision-making skills.
- A basic analytical mindset, with the ability to understand and interpret user data to identify themes.
- High School Diploma or equivalent.
Preferred Qualifications
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS 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://tinyurl.com/USDS-RA