VoC Escalation Specialist: White-Glove, Data-Driven Impact

TikTok USDS Joint Venture; Los Angeles (CA); On-site; USD 83,600 - 192,534; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) savings plan

Paid parental leave

Paid holidays and sick days

Job summary

TikTok USDS Joint Venture in Los Angeles is seeking a VoC Escalation SME responsible for managing high-stakes customer issues while providing business intelligence. You will analyze escalations, assess risks, and create reports to improve user experiences. The ideal candidate will have over 3 years of experience in customer service, proficiency in data tools like Excel and SQL, and the ability to de-escalate situations skillfully. This role offers a competitive salary and comprehensive benefits.

Qualifications

• 3+ years in a high-volume Contact Center, Customer Service, or Marketplace environment.
• Proficiency in data tools (Excel, Tableau, or SQL) to interpret complex datasets.
• Proven track record of de-escalating high-profile users.

Responsibilities

• Manage the lifecycle of executive-level escalations.
• Monitor social sentiment and marketplace signals.
• Perform a '5-Whys' analysis to identify failures.

Skills

Customer Service

Data Analysis

Empathy

Tools

Excel

Tableau

SQL

Job description

TikTok USDS Joint Venture in Los Angeles is seeking a VoC Escalation SME responsible for managing high-stakes customer issues while providing business intelligence. You will analyze escalations, assess risks, and create reports to improve user experiences. The ideal candidate will have over 3 years of experience in customer service, proficiency in data tools like Excel and SQL, and the ability to de-escalate situations skillfully. This role offers a competitive salary and comprehensive benefits.