User Support Associate - USDS

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, you will play a direct role in establishing TikTok as our users' favorite daily experience by responding in a warm, empathetic, and on-brand manner.
This role requires a self-motivated individual who is proficient in using various proprietary tools and Standard Operating Procedures (SOPs) to resolve a wide range of user issues with a focus on first-touch issue resolution. Success will be determined by meeting or exceeding key metrics for productivity, quality, and user satisfaction. You will thrive in a fast-paced, self-led environment and possess a natural curiosity for investigating problems and identifying solutions. A high level of familiarity with the TikTok user experience is a plus.

Our team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Who You Are
User First: You have a deep sense of humility and empathy, placing the user's experience above all else. You are dedicated to understanding our community's needs and providing compassionate support in every interaction.
Driven for Impact: You are not just a task-doer; you are a proactive problem-solver. You are motivated to exceed goals, identify inefficiencies, and contribute to larger projects that have a measurable impact on our operational success.
Always Learning & Adapting: You thrive in a fast-paced and ambiguous environment. You are quick to learn new tools and policies, embracing change as an opportunity to grow and improve your skills.
Collaborative & Accountable: You are a dedicated team player who works seamlessly with peers and cross-functional partners. You are highly accountable for your work, supporting your team members and demonstrating integrity in all your actions.
Detail-Oriented: You have a sharp eye for detail, ensuring accuracy in all your work, from following complex processes to spotting errors and contributing to their resolution.

Responsibilities
- Respond efficiently and with compassion to user inquiries via email and a ticketing system, demonstrating strong customer service skills.
- Utilize a proficient working knowledge of internal tools and SOPs to accurately apply case type labels, troubleshoot issues, and provide comprehensive support.
- Identify and escalate new or common user issues in a timely manner, contributing to the development of solutions and processes.
- Consistently meet or exceed KPI goals for productivity, quality, and user satisfaction (CSAT).
- Effectively manage your time with the strong ability to multi-task and maintain high-quality work in a fast-paced environment.
- Collaborate with cross-functional teams to ensure the best user experience and align on shared goals.

Qualifications

Minimum Qualifications
- Minimum 1 year of experience in a user support or customer service role.
- Experience providing exceptional customer service via email/written channels.
- Proficiency with computers, CRM software, and strong typing skills.
- Strong written communication skills, with a clear and empathetic tone.
- Excellent time management, multitasking, and decision-making skills.
- A basic analytical mindset, with the ability to understand and interpret user data to identify themes.
- High School Diploma or equivalent.

Preferred Qualifications
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.