Community User Operations Specialist

TikTok is the leading destination for short-form video. Our mission is to inspire creativity and bring joy.

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

This is an exciting opportunity to join global operations, a rapidly expanding international team, and a unique chance to be one of the first members of the user operations team.

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.

Trust and Safety is committed to the wellbeing of all our employees. Our promise is 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.

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.