Responsibilities
About the team
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 the US, Singapore, China, Israel, and London, and we're expanding to more hubs.
About the role
TikTok seeks a Technical Product Specialist to provide both pre- and post-sales implementation and advertising support to TikTok's top advertisers. Candidate needs to balance customer service with technical know-how and specialize in Measurement and Signals monetization product pillars, using their expertise to assist businesses with product issues. 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 is are key skill. Candidates must have experience working with Digital Advertising, Signals & Measurement products as well as hands-on experience implementing technology.
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Responsibilities
- Handle and resolve end-to-end pre- and post-sales queries for TikTok Performance advertising/delivery signals 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
- Partner with 3rd party partner teams and help drive product education and upskilling to improve the service model
- Drive overall Customer Satisfaction metrics, ensuring service quality through the case journey, providing regular updates across touchpoints
- Adhere to service levels across channels and achieve best-in-class productivity, impact, and resolution times for end customers
- 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 the voice of the customer for fixes, and advocate for efficient resolution
Qualifications
Minimum Qualifications
- Bachelor's degree in Computer Science, a similar technical field of study or equivalent practical experience
- Experience working with technologies (e.g., HTML, CSS, JavaScript), SQL, XML, and HTTP protocols (OR) Customer-facing experience as a Technical Consultant, Support Engineer, or Product Manager, working with internal/external customers
- Analytical experience solving problems using data and providing actionable product insights
- Experience operating within support ticketing platforms (Jira, Zendesk, Freshdesk, Salesforce)
Preferred Qualifications
- 2+ years of experience in Ad tech/digital technology fields
- Fluency in Spanish or Portuguese for Global cross-functional collaboration
- Experience driving technical implementation with advertising/software products, working directly with clients' technical teams.
- Track record of successful collaboration with cross-functional teams including Engineering, Product Marketing Managers, Product Managers, and Sales
Job Information
[For Pay Transparency] Compensation Description (annually)
The base salary range for this position in the selected city is $103200 - $244889 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.