Customer Support Specialist (Creator Support) - Thai Speaker
Responsibilities
About the Team
The Creator Support Team at TikTok is at the heart of our commitment to empowering creators globally. Our mission is to ensure that every creator feels safe, supported, and valued throughout their TikTok journey. By providing a seamless and personalized support experience, we enable creators to focus on what they do best-creating content that resonates with audiences worldwide. We understand that our creators are at the heart of the TikTok community, and we are committed to supporting their safety and success in every interaction.
About the Role
As a Creator Support Specialist, you will play a key role in delivering outstanding white-glove service to TikTok creators. You will manage a range of creator inquiries and issues, offering personalized support, guiding creator through platform features, and ensuring a smooth, top-tier experience. Representing the voice of TikTok, you will handle creator inquiries across various channels, including email, ticketing systems, in-app messages, and live chat, with a strong emphasis on efficient, first-touch issue resolution.
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In this dynamic role, you will not only address general support queries but also take the lead in handling safety-related concerns, ensuring that creators can engage with TikTok confidently and securely. You will collaborate with cross-functional teams to address complex challenges, gather essential information, and engage with creator partners to deliver precise and effective solutions. By leveraging proprietary tools and following standard operating procedures (SOPs), you will deliver consistent, thoughtful solutions and uphold TikTok's highest standards of service. You will be at the forefront of shaping the creator experience, working within a team that is dedicated to offering top-tier service and maintaining a safe, engaging, and supportive environment for creators everywhere. Success will be determined by productivity, quality, and resolution-based metrics.
Responsibilities
- Respond efficiently, accurately and with compassion to users who reach out to TikTok for help.
- Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
- Contribute to strategic growth initiatives and special projects as needed.
- Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc.
Qualifications
Minimum Qualifications
-Fluency in both English and Thai is required, as the role involves communication with Thai markets and a strong understanding of local culture, while English serves as the primary working language.
- Minimum 1 year experience in a user support or customer service role
- Experience providing exceptional customer service via email/written channels
- Demonstrates strong multitasking abilities, effectively managing concurrent requests from multiple sources
- Strong written communication skills
- Proficiency with computers, CRM software, and strong typing skills
- First-class time management and decision-making skills
Preferred Qualifications
- Literacy of internet culture and user behavior on social media
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.