Community User Operations Specialist
1 day ago
What will I be doing?
- You'll make sure we deliver an exceptional TikTok experience to users and help resolve issues that are escalated via different channels regarding safety inquiries.
- You'll respond to escalated user inquiries with high quality, accuracy, and speed and collaborate with different teams, being the ultimate escalation point for users
- You'll identify user's needs and help them use specific safety features. Be an advocate for the users and develop ways to improve the overall user experience on the platform
- Identify and report patterns, propose solutions, and drive implementations to prevent issues from recurring.
- You'll enthusiastically look for solutions to problems and propose improvements if something could work better - You'll be conducting initial triaging and fact identification as well.
- You'll have an opportunity to learn how the user operations operate from the ground up and make a real impact on our TikTok community
What should I bring with me?
- You have a bachelor’s degree or demonstrable experience in customer services specialist/support role
- You have 3+ years experience as a Customer Support Specialist or similar CS role
- You have fluency in English with proficiency in a second language preferably Vietnamese/Thai/Russian/Arabic/Italian/French/Portuguese/Spanish/Hindi/Japanese/Korean as you will be required to cover the Vietnamese/Thai/Russian/Arabic/Italian/French/Portuguese/Spanish/Hindi/Japanese/Korean speaking markets
- You have excellent communication and problem-solving skills with a great ability to multi-task, prioritize, and manage time effectively
- You are genuinely excited to help users. You are patient, empathetic, and passionately communicative
Preferred Qualification:
- You have practical experience with CRM software and help desk software, such as Salesforce or Zendesk
- You are an excellent communicator with exceptional customer service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others.
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