Global Customer Service Representative - TikTok LIVE - German Speaking

TikTok; London; On-site; NOK 380,000 - 531,000; Full time

Job summary

TikTok is seeking a Global Customer Service Representative for the German-speaking community based in London. You will manage inquiries, resolve issues, and collaborate with cross-functional teams to maintain high-quality service for creators and viewers.

The role emphasizes resolving complex requests promptly, following SOPs, and contributing to a safe, trusted platform for the TikTok LIVE ecosystem.

Qualifications

• 2+ years in customer service with German-speaking users.
• Experience in digital content or livestreaming space.
• Strong written and spoken German communication.

Responsibilities

• Handle German customer inquiries via CRM, direct contact, or with other teams.
• Identify root causes and provide resolutions; log Q&A in knowledge base.
• Escalate critical/high-risk cases promptly.
• Coordinate with teams to resolve issues and close escalations.
• Reduce repeat complaints and improve processes.
• Respond quickly and professionally to escalations while meeting quality standards.
• Support ad-hoc projects as needed.

Skills

German language

Customer service

Livestreaming platforms

Job description

Global Customer Service Representative - TikTok LIVE - German Speaking

Location:

London

Employment Type:

Regular

Job Code:

A122428

Responsibilities

About the Team PTE sits under the larger TikTok LIVE's umbrella and we aim to support LIVE's vision to build a safe and trusted platform, and a comfortable and joyful journey for creators and viewers to co-create, explore and connect. PTE-Service excellence is a service agent team responsible for TikTok LIVE Backstage & App user feedback, TCN & VIP risk control 2nd moderation, internal escalation and Oncall support. The implementation and answer in accordance with the established SOP to ensure accuracy and compliance. Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users. The Customer Service Excellence team provides world-class service and experience for customers and creators. The team seeks an astute Global Customer Service Representative, covering the German community market to help provide effective communication with customers, and can understand and solve their problems, in a friendly and professional manner. The successful applicant will come with a track record of resolving complex customer requests and providing assistance promptly.

• Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
• Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
• Promptly elevate-critical/ high-risk cases to the appropriate authority.
• Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.
• Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
• Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

• Minimum 2 years of recent, hands-on experience in a customer service or support role that includes direct, external interaction with German-speaking users or creators, preferably within the digital content, livestreaming, or tech platform space.
• Proven ability to manage market-specific user inquiries in German, with ownership of end-to-end resolution - from troubleshooting to escalation - in a customer-facing capacity.
• High proficiency in written and oral communication in German, as required to liaise and work within German markets.

Preferred Qualification(s)

• Experienced working for live-streaming / user-generated content platforms is a plus.
• Works comfortably with Microsoft Word and Excel.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

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, and 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.

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