Responsibilities

　　TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

　　Why Join Us

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

　　Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

　　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.

　　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.

　　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.

　　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

　　Who You Are

　　- User first. You're obsessed with providing a first-class experience to TikTok users. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You're naturally patient and your last user support response of the day is always as supportive as your first. You communicate clearly and empathetically, no matter how tense a situation is.

　　- Cool and calm. You like moving fast and change energizes you. You're able to quickly adapt to using a new process or tool from day to day.

　　- Tool proficient. You have experience with backend user support tools (examples: Zendesk, Sprinklr, HubSpot, etc) and can quickly learn how to use new tools.

　　- Detail oriented. You follow complicated processes better than anyone you know. You're able to spot errors and fix them quickly.

　　- Team player. You ask for help when you need it. You support your peers when they ask for help. You're the first to raise your hand to try out a new process and provide feedback. You bring a positive attitude, no matter the situation, and are solution-oriented.

　　Qualifications

　　- Fluent in English & French

　　- 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

　　- Literacy of internet culture and user behavior on social media preferred

　　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.

　　TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at Tiktokops.accommodations@tiktok.com.

　　Job Information

　　[For Pay Transparency] Compensation Description (hourly)

　　The hourly rate range for this position in the selected city is $19.49- $24.56.

　　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.

　　Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:

　　We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

　　Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

　　We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.