Responsibilities
Team Intro:
Are you passionate about optimizing payment operations and possess a strong background in payment processing? We're looking for a dedicated individual to join our TikTok Payment Customer Success Operations team, where you'll focus on delivering operational excellence across our global payment platforms. As a key member of our Payment Customer Success Operations team, your specialized knowledge in payment processes will be pivotal. You'll be instrumental in managing daily operations, resolving payment-related challenges, and ensuring a streamlined, efficient experience for our valued partners and customers
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.
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Responsibilities:
Payment Service Delivery Management:
- Oversee the end-to-end payment service delivery lifecycle, ensuring timely and accurate transaction processing for partners and customers.
- Monitor service level agreements (SLAs) for payment services, identifying areas for improvement and implementing strategies to enhance delivery efficiency and reliability.
- Collaborate with internal operations and technical teams to streamline payment processes and ensure a high quality of service.
Payment Experience Operations:
- Develop and implement strategies to optimize the payment experience for all TikTok users and partners, ensuring a user-friendly and intuitive journey.
- Gather and analyze customer and partner feedback regarding payment processes, translating insights into actionable improvements.
- Act as the primary point of contact for escalated payment experience issues, ensuring a positive and supportive interaction.
- Work with product and UX teams to advocate for customer-centric payment solutions and features.
Payment Resolution Operations:
- Lead the management and resolution of payment-related incidents, inquiries, and disputes, minimizing disruption and ensuring swift, satisfactory outcomes for users and partners.
- Develop and maintain standard operating procedures (SOPs) for payment issue resolution, ensuring consistency and quality in handling.
- Conduct thorough research and troubleshooting of payment issues, collaborating with cross-functional teams (e.g., engineering, finance, legal) to resolve complex cases.
- Analyze trends in payment issues to identify root causes and implement preventative measures.
Stakeholder & Partner Management:
- Foster and maintain strong relationships with internal stakeholders and external payment partners to ensure smooth operations and collaborative problem-solving.
- Communicate effectively with partners and customers regarding payment policies, changes, and issue resolutions.
Compliance & Risk Mitigation:
- Ensure all customer-facing payment support processes and resolutions align with relevant regulations and industry standards.
- Assist in managing payment audit and risk processes, particularly as they pertain to customer interactions and dispute resolution.
Reporting & Continuous Improvement:
- Analyze payment customer success metrics, extract insights, and recommend data-driven actions to enhance service delivery and customer satisfaction.
- Identify opportunities for automation and efficiency in payment customer success operations to reduce manual effort and improve response times.
- Contribute to strategic initiatives related to improving the overall payment ecosystem from a customer success perspective.
Qualifications
Minimum Qualifications:
- A Bachelor's degree in Business Administration, Finance, Communications, or a related field, or equivalent work experience.
- 3+ years of experience in payment operations, customer success, or service delivery roles, with in-depth knowledge of various payment methods, payment processing lifecycles, and customer support best practices.
- Demonstrated experience in managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment is crucial.
- Exceptional verbal and written communication skills, with a strong ability to empathize with customers and clearly articulate complex payment information to diverse audiences. Proven experience in de-escalation and managing sensitive customer conversations.
- Strong analytical and problem-solving skills to understand and address complex payment-related customer issues, propose, and implement effective solutions that prioritize customer satisfaction.
-Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions. Familiarity with payment gateways and processing systems.
- Proven ability to collaborate effectively with cross-functional teams (including technical, product, and operational teams) to advocate for customer needs and drive resolutions. A genuine empathy for users and a passion for delivering outstanding customer experiences.
Preferred Qualifications:
- Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain.
- Proficiency in data analysis tools (e.g., Tableau, SQL, Splunk, Kibana) to derive insights.
-Demonstrated ability to think strategically about customer experience within the payments domain and contribute to the continuous improvement of payment customer success functions.
- Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules) to ensure compliant and fair customer treatment.
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).
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.