Responsibilities
About the Team
Our User Support Team is responsible for providing timely, high quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week.
The Associate will play a direct role in helping to establish TikTok as our users' favorite daily experience through processing user requests through email and ticketing systems. They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions. Success will be determined by productivity, quality, and resolution-based metrics.
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We're looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate. A high level of familiarity with the TikTok user experience is a plus. This role requires someone that is fluent in English and Portuguese to effectively support the Brazilian market.
Responsibilities:
- Respond efficiently, accurately, and with compassion to users who reach out to TikTok for help;
- Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes;
- Contribute to strategic growth initiatives and special projects as needed;
- Collaborate with cross-functional teams to ensure we provide the best user experience through escalating issues, developing solutions and processes, etc;
Qualifications
Minimum Qualifications:
- Fluent in English and Portuguese;
- Minimum 1 year experience in a user support or customer service role;
- Experience providing exceptional customer service via email/written channels;
- Strong multi-tasking skills (you can juggle requests coming in 3 different places no problem);
- Strong written communication skills;
- Proficiency with computers, CRM software, and strong typing skills;
- First-class time management and decision-making skills;
- High School Diploma or equivalent.
Preferred Qualifications:
- Experience in Trust & Safety;
- Literacy of internet culture and user behavior on social media preferred.
Job Information
[For Pay Transparency] Compensation Description (hourly)
The hourly rate range for this position in the selected city is $21.92- $26.39.
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.