Client Services Specialist, NA SMB

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's SMB team aims to help businesses and brands of all sizes unleash their creative side, connect with our audience, or perhaps be discovered! From designing scaled sales and service delivery programs to ensuring our customers have best-in-class tools and products at their fingertips, our SMB team combines operational expertise with a customer-centric mindset to help businesses achieve their marketing goals on TikTok, no matter how big or small.

We're looking for a solution-focused, empathetic Client Services Specialist to join our growing Client Services team in Austin, Texas. You will support existing and potential TikTok advertisers as they seek to support while advertising on our platform. You will help support a wide range of queries ranging from questions about the TikTok platform, to more technical questions related to digital advertising tools. You will have a keen eye for detail and will help us build processes and tools that help TikTok and our clients succeed.

Responsibilities
- Make your own discoveries - Grow a deep understanding of TikTok's products, processes and tools. Become an expert in supporting complex digital marketing issues. Share candid and solution focused feedback and communication of our client's needs to help inform change.
- Assume ownership - Provide the highest level of service to our clients. Understand their needs and determine the right course of action with a view on helping them grow their business.
3. Embrace change as an opportunity - You will work in a fast-paced environment and you will be ready to step outside your comfort zone to gain new experiences to help scale our support team.
- High Performing - Meet and/or exceed Client Services goals and expectations based on KPIs, SLAs etc. KPIs include but are not limited to FRT, RT, CSAT, DSAT, AHT etc.
- Raise the bar - Be results focused and always look to improve your performance versus your goals. Be proud to deliver high quality service that makes TikTok stand out against the crowd.
- Offer and ask for help - Seek to support new team members as they learn about our products and processes. Share your knowledge and empower your peers. Do not be afraid to ask for help. We will build this team together, but we all need to demonstrate humility to help us learn and grow.
- Growth Mindset - Maintains a positive attitude, resilient and open to feedback and ongoing coaching with positive reception.

Qualifications

Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Communications, Marketing or relevant work experience.
- Fluency in written and verbal English required.
- Strong written and verbal communication skills with strong customer focus.

Preferred Qualifications
- Comfortable working in an ever changing and evolving environment.
- Familiarity with digital advertising, HTML or Javascript, a plus.

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 https://shorturl.at/cdpT2 .