Technical Ads Support Specialist (TPS)

Join us.

As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.

TikTok seeks a technical ads support specialist to provide both pre and post-sales implementation and advertising support to Tiktok's top advertisers. Sitting within the Monetization Product Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. An ability to self-motivate, prioritize and influence partners are key skills. Candidates must have experience working with Digital Advertising, Signals & API products as well as hands-on experience implementing technology.

Responsibilities:
- Handle and resolve end to end pre and post-sales queries for TikTok Perofmance advertising, signal and measurement products, ability to work on case volumes across email or chat channels
- Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queries
- Conduct planning and scoping calls with internal Sales teams to align the scope of work and expectations for each client's needs
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Adhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customer
- Manage escalations workflows with internal cross functional teams across Product teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution
- Develop as a subject matter expert across assigned product area and mentor fellow team members

Qualifications

- English business proficiency is a must for the role
- BA/BS degree in Computer Science or similar technical field of study, or equivalent practical experience
- 4+ years of Technical Customer support or Operations, in-region (where role is based)
- Preferred experience in a Contact Centre/Service program for any Advertising Tech company
- Prior Customer Support experience within an in-house team is highly desirable
- Fluent with social media products usage and basic understanding of the advertising industry
- Experience resolving and communicating technical issues to both technical and non-technical audiences

[Preferred Qualifications]:
- Hands-on experience with ticketing software such as JIRA, Freshdesk, Zendesk etc
- Experience working with and implementing mobile SDKs (iOS and Android)
- Knowledge of Universal Links & App Links
- Pre-Sales Technical experience, consulting, and advisory services for clients
- Prior experience working with Mobile & Web analytical tools (Google Analytics, Firebase, Appsflyer, etc)
- Prior experience working in the US market

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at tt.accommodations@tiktok.com

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $180444 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.

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.