Payment Customer Support Specialist - USDS

Key Responsibilities
- Queue Management: Actively monitor and manage incoming support ticket queues from various channels, including in-app escalations and IM chat, to ensure prompt responses. Achieving resolution within defined SLAs is a critical measurement of success and an important component of this role's responsibilities.
- Complex Escalations: Serve as the primary point of contact for complex and sensitive payment-related issues escalated by the support team, providing expert resolution. Work closely with cross-functional partner teams to unblock issues and find solutions.
- Defining Policies and SOPs: Build and leverage payment policies, protocols and SOPs to build work flows and resolve issues, advising based on compliant company practices and best payment solutions.
- Resource Management: Manage the day-to-day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet our standards. Troubleshoot issues ranging from system access, data/technical bugs, risk-related payment blocks, etc.
- Performance Management: Track and report on key performance indicators (KPIs) and SLAs for overall function including the offshore partner team, conducting regular performance reviews and implementing improvement plans as needed.
- Reporting & Analytics: Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across our e-commerce, LIVE, and creator business lines.
- Customer Insights: Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.

Qualifications

Minimum Qualifications:
- Proven experience in a customer support role, with a focus on payments, e-commerce, or financial technology.
- Experience handling high volumes of tickets/escalations for critical periods like campaigns, holidays and events.
- Demonstrated experience leading a team or managing vendor/BPO relationships.
- Skilled at handling complex customer escalations with empathy and efficiency.
- Experience with ticketing systems (e.g., Zendesk, Jira) and customer support analytics tools.

Preferred Qualifications:
- Strong analytical skills with the ability to interpret data, generate reports, and identify trends.
- Excellent communication and interpersonal skills.
- Ability to thrive in a fast-paced environment, managing support for multiple business lines and user types (buyers, merchants, creators).

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.

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.

Client-provided location(s): Los Angeles, CA

Job ID: TikTok-7540179582206675218

Employment Type: OTHER

Posted: 2025-08-20T20:18:36