Job description

Responsibilities
About TikTok
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

The User Support Senior Associate, Bugs & Feedback will play a direct role in helping to establish TikTok as our users’ favorite daily experience by identifying, troubleshooting, escalating and tracking user-facing technical issues. Additionally, the Senior Associate will offer empathetic, accurate and on-brand responses to our community. The Senior Associate will be responsible for subject matter expertise in one area of the user experience (i.e. creative tools, accounts, engagement), while adapting to assist in other areas as needed. They will have comprehensive knowledge of the existing user experience, a pulse on the ongoing updates and changes to the user experience and the adept ability to discern user error from technical issue. They will grow to have mastery over tools related to troubleshooting issues and act as the cross-functional point of contact between Product, QA, and Engineering to resolve issues.

We're looking for individuals with a passion for customer service, knack for identifying trends and troubleshooting issues. If you're a self-starter who thrives in a fast-paced, environment, this is the role for you.

Responsibilities

• Act as a subject matter expert within an area(s) of the TikTok user experience. Demonstrate consistent working knowledge of the related user experience.
• Utilize various documentation and communication channels to keep a daily pulse on tests, bugs, and feature launches within your functional area of focus.
• Execute all applicable processes and responsibilities outlined in team SOPs, including but not limited to the following tasks:
• Audit user feedback labels for accuracy and send appropriate responses to resolve a variety of incoming user inquiries,
• Complete comprehensive reviews of user inquiries resulting in the identification, escalation and/or tracking of known and new technical issues (bugs and/or incidents), and
• Escalate new technical issues in a timely manner and track any known issues from start to finish.
• Collaborate with cross functional teams (global counterparts, Quality Assurance, Product, Engineering) to ensure we are providing the best user experience through the escalation of issues, tracking of feedback and bug volumes and trends, and development and/or refining of solutions and processes.
• Support team leads by executing related projects resulting in improved efficiency and accuracy of user support, including but not limited to the following tasks:
• Contribute to strategic growth initiatives and special projects as needed,
• Actively participate in the ongoing maintenance of existing and new SOPs and resource documents, and
• Assist in the facilitation of training sessions.

Who You Are
User first. You're a TikTok user - you know the ins and outs of the app. 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 might be.

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. You're skilled at keeping track of ongoing changes to policies and functionality and have tried and true systems of organization.

Troubleshooting expert. You have a track record of using both user-reported information and available data to determine the root cause of issues and identify potential solutions. You stop at nothing to surface all information to relevant parties to reach a resolution.

Detail oriented. You follow complicated processes better than anyone you know. You're able to quickly adapt to nuanced SOPs and follow them with accuracy in a consistent manner.

Expert communicator. You're a skilled written communicator. You tailor messaging to the audience appropriately and share information in a concise and comprehensive manner. You're patient but persistent, always following up on action items and with additional information in a timely manner.
Qualifications

• 2-4 years experience providing exceptional technical customer service via email/written channels.
• 2-4 years experience providing exceptional technical customer service via email/written channels.
• Strong written communication skills. Impeccable grammar and proofreading skills.
• Proficiency with customer service platforms, CRM software, and strong typing skills.
• Effective time management skills and the ability to prioritize a heavy workload.
• Strong decision-making skills with a proven track record of knowing when to problem solve and when to escalate for support.
• Proven ability to move-quickly to keep up with constant changes to policies and products.
• Track record of peer leadership, adept problem-solving, and data-driven decision-making.

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 during our recruitment process. If you need assistance or an accommodation, please reach out to us at Recruiting.Corp@tiktok.com

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