Senior Operations Specialist, Customer Service - Global Payment

TikTok; São Paulo; On-site; BRL 120,000 - 190,000; Full time

Job summary

TikTok is seeking a Senior Operations Specialist for Global Payment in Brazil. You will manage complaints, oversee LATAM BPO teams, and act as a service expert to translate business needs into improvements. Your role includes ensuring compliant, efficient customer service and collaboration with product, tech, and risk teams.

The position emphasizes data-driven problem solving and strong stakeholder coordination to optimize payment operations in a fast-paced environment.

Qualifications

• Bachelor’s degree in a related field is required.
• 5+ years in payment operations, fintech, or banking.
• Knowledge of Brazilian consumer-protection and financial regulation.
• Experience collaborating with cross-functional teams on product iteration and issue resolution.

Responsibilities

• Handle end-to-end complaint & dispute management including regulatory channels.
• Oversee LATAM BPO teams and monitor service delivery metrics.
• Serve as Service SME, document requirements and drive data-driven optimizations.
• Build compliance-forward frameworks for exceptional customer service.

Skills

Bachelor's degree in Business, Admin,

5+ years in payment operations

Brazilian consumer-protection laws

Cross-functional collaboration

Education

Bachelor's degree in Business, Administration, Finance, Economics, Communications, Law, or a related field (or equivalent practical experience)

Job description

Senior Operations Specialist, Customer Service - Global Payment

Location:

Employment Type:

Regular

Job Code:

A99446

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Responsibilities

About the Team: The Global Payment team of TikTok provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on TikTok.

• - Complaint & Dispute Management: Handle end-to-end customer service and regulatory complaints, including cases escalated through Brazilian consumer and regulatory channels, and act as a mediator in conflict resolution within required timelines. Collaborate with internal and external stakeholders, including regulatory bodies, compliance teams, and operational units, to standardize best practices.


• - BPO Team Management: Oversee LATAM BPO teams and own key service-delivery performance metrics (SLAs, quality, and complaint-resolution rates).


• - Service Insight: Act as the Service SME, understanding the business requirements and stakeholder feedback to identify, document and ensure (through influence and robust data analytics) that the optimization is in line with local and industry practice. Complete root cause investigation of issues and partner with peer functions (like product manager, tech engineer, risk operation etc.) to support long-term resolution of the problem.


• - Operational Excellence & Compliance: Build frameworks and processes that deliver an exceptional, efficient customer service experience, while ensuring compliance with local data-protection requirements in the handling of customer personal data.

Qualifications

Minimum Qualification(s)

• - Bachelor's degree in Business, Administration, Finance, Economics, Communications, Law, or a related field (or equivalent practical experience)


• - 5+ years in payment operations, fintech, or banking or a similar industry


• - Working knowledge of the Brazilian consumer-protection and financial-regulatory environment (e.g., consumer complaint channels and payment-industry regulations)


• - Experience collaborating with cross functional teams to drive product iteration and issue resolution, managing cross-functional collaborations and driving process improvement.

Preferred Qualification(s)

• - Experience managing or partnering with BPO / SAC / ouvidoria customer-service teams; background in regulatory/ombudsman complaint handling and consumer dispute resolution.

Job Information

About ByteDance Brazil

ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an \"Always Day 1\" mindset, we achieve meaningful breakthroughs for ourselves, our company, our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

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 Accommodation

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 https://tinyurl.com/RA-request

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