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Responsibilities

About the Creator Safety & Support Team:
Creators are the soul of TikTok - and our Creator Safety & Support Team ensures they feel safe, supported, and celebrated every step of the way. We deliver high-touch, personalized support that helps creators navigate the platform confidently and continue doing what they do best: sharing meaningful content with the world.
In this role, you'll work with content of all types, including everyday creator inquiries and potentially sensitive safety-related material. You'll be part of a team that takes pride in protecting our community while delivering exceptional creator-first service.

Role Overview:
This is a role for someone who thrives on fast-paced work, loves solving puzzles, and finds joy in helping creators feel heard and supported. As a Creator Support Specialist, you'll be the frontline experience for TikTok's creator community. This is a high-energy, multitasking-heavy role where you will toggle between multiple systems, manage live chats, emails, and tickets, and deliver fast, accurate, compassionate solutions.

Responsibilities:
- Deliver fast, accurate, and compassionate support to creators via chat, email, ticket queues, and in-app messages
- Navigate multiple dashboards, tools, workflows, and SOPs simultaneously
- Stay up-to-date on policy and product changes to provide real-time accurate guidance
- Collaborate with internal partners to escalate issues, create solutions, and improve creator experiences
- Contribute to ongoing projects that strengthen safety, efficiency, and community trust.
- Provide white-glove support to our high-value creators across multiple communication channels
- Master TikTok's internal and external systems to diagnose issues quickly
- Navigate safety-related concerns with clarity, care, and confidentiality
- Collaborate with cross-functional partners to drive resolutions and elevate support processes
- Represent TikTok with empathy, patience, and a deep understanding of our creator experience

Qualifications

Minimum Qualifications:
- 2+ years experience in customer support or user-facing service role, ideally including chat support or written communication.
- Experience with CRM or CS software (Salesforce, Zendesk, Avaya, Intercom), and you pick up new ones fast.
- Excellent written communication skills in English, with a clear, professional, and concise writing style.
- Experience delivering exceptional customer service through email and chat, with a clear, professional, and empathetic communication style..
- Strong multitasking, prioritisation, problem-solving, and time-management skills across multiple tools and systems.
- User-first mindset with empathy, clear communication, attention to detail, and the ability to navigate complex processes.
- Adaptable and comfortable with ambiguity, with a collaborative, positive, and team-oriented approach.

Preferred Qualifications:
- Familiarity with internet culture, creator behavior, and social trends
- Experience supporting users in a digital or creator-focused environment

Job Information

[For Pay Transparency] Compensation Description (hourly)

The hourly rate range for this position in the selected city is $21.92- $30.85.

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.

Responsibilities

Qualifications

Qualifications

Minimum Qualifications:
- 2+ years experience in customer support or user-facing service role, ideally including chat support or written communication.
- Experience with CRM or CS software (Salesforce, Zendesk, Avaya, Intercom), and you pick up new ones fast.
- Excellent written communication skills in English, with a clear, professional, and concise writing style.
- Experience delivering exceptional customer service through email and chat, with a clear, professional, and empathetic communication style..
- Strong multitasking, prioritisation, problem-solving, and time-management skills across multiple tools and systems.
- User-first mindset with empathy, clear communication, attention to detail, and the ability to navigate complex processes.
- Adaptable and comfortable with ambiguity, with a collaborative, positive, and team-oriented approach.

Preferred Qualifications:
- Familiarity with internet culture, creator behavior, and social trends
- Experience supporting users in a digital or creator-focused environment

About TikTok

TikTok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.

Size: 5,001 - 10,000 employees
Industry: Entertainment & Gaming

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