Technical Product Specialist, MPO

To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

Team Introduction
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.

As a Technical Product Specialist, you will balance customer service with technical know-how as you specialize in one of our monetization product pillars and use your expertise to assist businesses with product issues. Success in this role will require a passion for working collaboratively with a variety of stakeholders, from external clients to internal Product, Engineering and Sales teams.

Responsibilities:
- Own and drive query resolution through collaboration with Product & Engg groups to resolve all types of generic, technical or product specific queries
- Handle and resolve end to end post-sales queries for TikTok advertising products primarily focused on Measurement (Signals) & Ads Performance
- Promptly manage incoming customer inquiries using TikTok's ticketing platform, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer
- Gain & maintain a detailed understanding of TikTok's ads product, both from a business use case perspective and a technical perspective.
- Partner with upstream technical specialists to gain product and troubleshooting knowledge
- Manage escalations from junior agents and help them to resolve any technical customer issues
- Develop as a subject matter expert across assigned product area and mentor fellow team members

Qualifications

Minimum Qualifications
- Bachelor's degree in Computer Science, similar technical field of study or equivalent practical experience
- 4 years of Technical Customer support or Operations, preferred experience in any Ad Tech or SaaS company working with internal/external customers
- Familiarity with self-serve and auction ad platforms, experience in resolving and communicating technical issues to both technical and non-technical audiences
- Knowledge of performing comprehensive campaign performance analysis and providing actionable optimization recommendations
- Knowledge of debugging tools such as Google Developer Console, Charles or various pixel helpers
- Hands on experience with any ticketing software such as JIRA, Freshdesk, Zendesk etc
- Comfortable understanding of web development languages such as HTML, JavaScript & CSS
- Fluency in both English and Chinese (speaking and written) communication skills is required to be able to answer the Chinese language tickets from the China Outbound (CNOB) region clients.

Preferred Qualifications
- Strong interpersonal and communication skills

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.