Customer Service Operations Specialist - USDS
TikTok
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Qualifications
- Minimum 2 years of relevant experience in customer service operations.
- Experience establishing standard operating procedures (SOPs).
- Ability to analyze and disassemble complex problems.
Responsibilities
- Develop and optimize customer service operations.
- Analyze customer service quality indicators.
- Empower teams to improve user experience.
Skills
Job description
- Responsible for the development and optimization of customer service operations for products — formulate service standards, empower and drive the customer service team to complete service delivery with high standards.
- Analyze and optimize various customer service quality indicators in a data-driven manner; clearly understand the achievement paths of each indicator, drive relevant parties to conduct optimizations, and be responsible for service quality.
- Clearly understand the inter-relationships among various customer service efficiency indicators; disassemble the optimization paths of various efficiency indicators in a data-driven way; start with means such as product optimization, personnel management and process optimization to continuously optimize service efficiency and be responsible for service efficiency.
- Analyze the reasons why users contact customer service; start with user feedback to analyze means of optimizing user experience; continuously empower the experience team and optimize the overall user experience.
- Advanced Proficiency in English and Chinese is required to effectively communicate and collaborate across regions.
- Minimum 2 years of relevant experience in customer service operations.
- Experience establishing standard operating procedures (SOPs) for customer service operations.
- Experience with data analysis with the ability to analyze and disassemble complex problems and formulate strategies, able to think systematically and promote implementation.
- Experience collaborating with a variety of stakeholders to promote the resolution of complex problems to achieve goals.
- Strong global collaboration experience.
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (USDS) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
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.
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.
USDS 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/USDS-RA
Compensation Description (Annually) — The base salary range for this position in the selected city is $88,000 - $151,112 annually. 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 employment type and 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.
- Mid-Senior level
- Full-time
- Other
- Technology, Information and Internet
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
