User Operations Specialist - Trust and Safety

ByteDance; San Jose (CA); On-site; USD 43,628 - 70,643; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short- and long-term disability coverage

10 paid holidays and 10 paid sick days

17 days of Paid Personal Time

Job summary

A global technology company is looking for a dedicated Technical Support Specialist in San Jose, California. This role involves responding to user queries, troubleshooting technical issues, and supporting various data analysis projects. Candidates should have a Bachelor's degree, at least 1 year of experience in a related role, and familiarity with mobile-video products. The position requires flexibility with shift schedules, a communicative approach, and problem-solving abilities. Employees can expect a competitive hourly rate and comprehensive benefits.

Qualifications

• Minimum 1 year of work experience in a technical support capacity.
• Flexibility to work shifts, including early mornings and weekends.
• Experience in mobile-video products is a plus.

Responsibilities

• Respond to user queries via internal platform and IM chat.
• Identify user needs and troubleshoot technical issues.
• Analyze tickets to identify process improvement opportunities.

Skills

Technical support

User/Product Operations

Coding

Data analysis

Communication

Problem-solving

Education

Bachelor's degree

Tools

Excel

SQL

Python

Job description

Responsibilities

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

• Respond to user queries in a timely and accurate manner, via internal platform and IM chat
• Identify user needs, and quickly troubleshoot technical issues by using internal databases, effective workarounds, and solutions provided by the Engineering teams
• Follow up with users to ensure the reported technical issues are resolved
• Analyse tickets to identify process improvement opportunities
• Assist and support training projects and user feedback projects
• Assisting with daily data analytics work, such as QA sampling, metrics consolidation, dashboard construction, data workflow governance, etc.
• Partner with the Engineering team on product optimizations will be a plus
• This role follows a shift schedule – 7 days with 2 days off in lieu weekly and the shift might be on a ration basis

Qualifications

Minimum Qualifications

• Bachelor's degree, with minimum 1 year of work experience
• Technical support or User/Product Operations related experience in the internet industry
• Thorough understanding of mobile-video products
• Flexibility and willingness to support various projects as needed
• Basic experience and knowledge in coding, data construction, and visualization
• Excel formulas, SQL functions (join, CTE, window function), Basic Python (pandas, numpy)
• Flexibility to work early morning and/or late evening and/or weekend shifts as needed due to time zone differences

Preferred Qualifications

• 2-3 years in a very similar tech / troubleshooting / support role at a big tech or late-stage startup company
• Quick learner with analytical skills
• Excellent communication and problem-solving skills
• The ability to multi-task and work under pressure
• Self-driven, with a strong sense of ownership
• Ability to meet 5 days in office requirement

Trust & Safety

Content that this role interacts with includes images, video, and text related to everyday life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee’s journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person‑centred, innovative and integrated approach.

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.

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.

Job Information

The hourly rate range for this position in the selected city is $31.67- $51.28. 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 the nature of employment and the country work 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.

For Los Angeles County (unincorporated) Candidates

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems
3. Exercising sound judgment