Customer Service Operations Specialist, CapCut - USDS

Responsibilities

Team Intro:
CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Responsible for the development and optimization of customer service operations for products like CapCut - formulate service standards, empower and drive the customer service team to complete service delivery with high standards.
- Analyze and optimize various customer service quality indicators in a data-driven manner, clearly understand the achievement paths of each indicator, drive relevant parties to conduct optimizations, and be responsible for service quality.
- Clearly understand the inter-relationships among various customer service efficiency indicators, disassemble the optimization paths of various efficiency indicators in a data-driven way, start with means such as product optimization, personnel management and process optimization, continuously optimize service efficiency and be responsible for service efficiency.
- Analyze the reasons why users contact customer service, start with user feedback to analyze the means of optimizing user experience, continuously empower the experience team and optimize the overall user experience.

Qualifications

Minimum Qualifications
- Advanced Proficiency in English and Chinese is required to effectively communicate and collaborate across regions.
- Minimum 2 years of relevant experience in customer service operations.
- Experience establishing standard operating procedures (SOPs) for customer service operations.
- Experience with data analysis with the ability to analyze and disassemble complex problems and formulate strategies, be able to think systematically and promote implementation.
- Experience collaborating with variety of stakeholders to promote the resolution of complex problems to achieve goals.

Preferred Qualification
- Strong horizontal global collaboration experience.

As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship for any immigration-related benefits.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $151112 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.

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).