Payment Customer Support Specialist - USDS

TikTok; San Jose (CA); On-site; USD 88,000 - 151,112; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

Paid parental leave

Job summary

A global tech company is seeking a Payment Customer Support Specialist to manage and support payment-related inquiries for users. The role involves monitoring support queues, resolving complex issues, and improving overall performance metrics. Ideal candidates will have experience in customer support, particularly in payments or financial technology, and strong analytical and communication skills. Additional benefits include comprehensive medical coverage and generous paid time off, promoting a supportive work environment.

Qualifications

• Proven experience in customer support focused on payments or financial technology.
• Experience in managing high volumes of customer escalations.
• Strong analytical skills to interpret data and generate reports.

Responsibilities

• Monitor and manage incoming support ticket queues.
• Serve as a primary contact for complex payment issues.
• Track and report on key performance indicators.

Skills

Customer support experience

Ticket management

Analytical skills

Communication skills

Empathy

Education

Experience in payments or e-commerce

Tools

Zendesk

Jira

Job description

Payment Customer Support Specialist – USDS

The Global Payment team of U.S. Data Security (USDS) provides payment solutions—including acquisitions, disbursements, transaction monitoring, method management, foreign exchange conversion, accounting, reconciliations, and more—to ensure a smooth and secure experience on the TikTok platform. The team also builds data science and machine learning solutions to optimize payment services using large‑scale datasets and advanced algorithms for financial risk, compliance, marketing growth, and more.

Responsibilities

• Actively monitor and manage incoming support ticket queues from various channels (in‑app escalations, IM chat, etc.) to ensure prompt responses and SLA compliance.
• Serve as the primary point of contact for complex payment‑related issues escalated by the support team, working closely with partner teams to unblock issues and find solutions.
• Build and leverage payment policies, protocols, and SOPs to resolve issues and advise based on compliant practices and best payment solutions.
• Manage the day‑to‑day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet standards.
• Track and report on key performance indicators (KPIs) and SLAs for overall function, conducting regular performance reviews and implementing improvement plans as needed.
• Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across e‑commerce, LIVE, and creator business lines.
• Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.

Qualifications

• Proven experience in a customer support role focused on payments, e‑commerce, or financial technology.
• Experience handling high volumes of tickets/escalations during critical periods (campaigns, holidays, events).
• Demonstrated experience leading a team or managing vendor/BPO relationships.
• Skilled at handling complex customer escalations with empathy and efficiency.
• Experience with ticketing systems (e.g., Zendesk, Jira) and customer support analytics tools.
• Strong analytical skills with the ability to interpret data, generate reports, and identify trends.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast‑paced environment, managing support for multiple business lines and user types (buyers, merchants, creators).

About USDS

USDS is a subsidiary of TikTok in the U.S. This new, security‑first division focuses on heightened governance over data protection policies and content assurance protocols to keep U.S. users safe. The teams within USDS span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions, and more.

Why Join Us

TikTok’s mission is to inspire creativity and bring joy. Our innovative product helps people authentically express themselves, discover and connect, and our global, diverse teams enable that. We lead with curiosity, humility, and an “Always Day 1” mindset, achieving meaningful breakthroughs for ourselves, our company, and our users.

Diversity & Inclusion

TikTok is committed to an inclusive workplace where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and create an environment that reflects the communities we reach.

USDS Reasonable Accommodation

USDS provides reasonable accommodations for candidates with disabilities, pregnancy, sincerely held religious beliefs, or other protected reasons. If you need assistance or accommodation, please reach out to us at https://tinyurl.com/USDS-RA.

Job Information

Compensation – The base salary range for this position in Los Angeles is $88,000 – $151,112 annually. Base pay is one part of the total package. The role may be eligible for discretionary bonuses, incentives, and restricted stock units.

Benefits – Employees receive day‑one access to medical, dental, vision, a 401(k) plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, and more.

Paid Time Off – 10 paid holidays per year, 10 paid sick days per year, and 17 days of paid personal time (prorated upon hire, accruing with tenure).

Legal Notice – For Los Angeles County candidates, qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.