Creator Network Client Support Specialist, TikTok LIVE
Responsibilities
TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partnership organizations to create an environment that brings communities together in real time to create meaningful and interactive connections around the globe.
We are seeking a proactive, detail-oriented Creator Network (CN) Client Support Specialist to design, implement, and manage our client support infrastructure for Creator Networks. In this role, you will establish and optimize a ticketing system for the CN team, collaborating closely with Creator Network Managers (CNMs) to ensure seamless operations and deliver an exceptional experience for both creators and Creator Networks.
Responsibilities:
-Build, implement, and continuously improve the CN ticketing system to streamline support workflows.
-Receive, track, and resolve inquiries, complaints, and requests from Creator Networks in a timely, professional manner.
-Collaborate with CNMs, central operations, and product teams to escalate and address complex issues.
-Monitor key service KPIs (e.g., response time, resolution time, satisfaction rate) and drive continuous improvement initiatives.
-Collect, analyze, and present feedback from Creator Networks to identify trends and recommend operational enhancements.
-Lead the transition of support functions from CNMs to the in-house CN support team.
-Develop and maintain a knowledge base/FAQ to improve self-service options for Creator Networks.
Qualifications
Minimum Qualifications
-Bachelor's degree or equivalent experience in customer service, operations, or a related field.
-0-3 years of experience in customer support or operations (preferably in online platforms, creator networks, or live streaming).
-Strong organizational, problem-solving, and multitasking skills with exceptional attention to detail.
-Familiarity with ticketing/customer service tools (e.g., Zendesk, Freshdesk, Jira) is a plus.
-Ability to work independently and collaboratively in a fast-paced environment.
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $83600 - $143556 annually.
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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Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at TikTok.