TikTok
Payment Customer Experience Operations - USDS
TikTok, San Jose, California, United States, 95199
Payment Customer Experience Operations - USDS
We are seeking a dedicated individual to join our TikTok Payment Customer Success Operations team, where you'll focus on delivering operational excellence across our global payment platforms. As a key member of our Payment Customer Success Operations team, your specialized knowledge in payment processes will be pivotal. You'll be instrumental in managing daily operations, resolving payment-related challenges, and ensuring a streamlined, efficient experience for our valued partners and customers. Hybrid work schedule: this role requires employees to work in the office 3 days a week, or as directed by their manager/department. The organization regularly reviews its hybrid work model, and the specific requirements may change at any time. Responsibilities
Payment Service Delivery Management
Oversee the end-to-end payment service delivery lifecycle, ensuring timely and accurate transaction processing for partners and customers. Monitor service level agreements for payment services, identifying areas for improvement and implementing strategies to enhance delivery efficiency and reliability. Collaborate with internal operations and technical teams to streamline payment processes and ensure a high quality of service. Payment Experience Operations
Develop and implement strategies to optimize the payment experience for all TikTok users and partners, ensuring a user-friendly and intuitive journey. Gather and analyze customer and partner feedback regarding payment processes, translating insights into actionable improvements. Act as the primary point of contact for escalated payment experience issues, ensuring a positive and supportive interaction. Work with product and UX teams to advocate for customer-centric payment solutions and features. Payment Resolution Operations
Lead the management and resolution of payment-related incidents, inquiries, and disputes, minimizing disruption and ensuring swift, satisfactory outcomes for users and partners. Develop and maintain standard operating procedures for payment issue resolution, ensuring consistency and quality in handling. Conduct thorough research and troubleshooting of payment issues, collaborating with cross-functional teams such as engineering, finance, and legal to resolve complex cases. Analyze trends in payment issues to identify root causes and implement preventative measures. Stakeholder and Partner Management
Foster and maintain strong relationships with internal stakeholders and external payment partners to ensure smooth operations and collaborative problem solving. Communicate effectively with partners and customers regarding payment policies, changes, and issue resolutions. Compliance and Risk Mitigation
Ensure all customer facing payment support processes and resolutions align with relevant regulations and industry standards. Assist in managing payment audit and risk processes, particularly as they pertain to customer interactions and dispute resolution. Reporting and Continuous Improvement
Analyze payment customer success metrics, extract insights, and recommend data driven actions to enhance service delivery and customer satisfaction. Identify opportunities for automation and efficiency in payment customer success operations to reduce manual effort and improve response times. Contribute to strategic initiatives related to improving the overall payment ecosystem from a customer success perspective. Data Analysis
Leverage data query and visualization tools to perform analysis and prepare customer trend insights Partner closely with Data Analytics and Engineering teams to enhance analysis opportunities and improve CS reporting Identify data gaps and document requirements for dashboards, metrics, and ad hoc analysis Qualifications
Minimum Qualifications
A Bachelor\u2019s degree in Business Administration, Finance, Communications, or a related field, or equivalent work experience. 3+ years of experience in payment operations, customer success, or service delivery roles, with in-depth knowledge of various payment methods, payment processing lifecycles, and customer support best practices. Proficiency in data analysis tools such as Tableau, SQL, Splunk or Kibana to derive insights. Demonstrated experience in managing customer and partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment. Exceptional communication skills with the ability to empathize with customers and clearly articulate complex payment information to diverse audiences; proven experience in de escalation and managing sensitive conversations. Strong analytical and problem solving skills to understand and address complex payment related customer issues and implement effective solutions. Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions; familiarity with payment gateways and processing systems. Preferred Qualifications
Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain. Ability to think strategically about customer experience within the payments domain and contribute to continuous improvement of payment customer success functions. Good understanding of payment processes, industry standards, and regulations such as PCI DSS and chargeback rules to ensure compliant and fair customer treatment. Proven ability to collaborate with cross-functional teams including technical, product, and operational teams to advocate for customer needs and drive resolutions; a genuine empathy for users and passion for delivering outstanding customer experiences. About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. USDS is a security-first division created to protect TikTok user data in the United States and provide governance for data protection and content assurance policies. Teams within USDS span across Trust and Safety, Security and Privacy, Engineering, User and Product Ops, Corporate Functions and more. Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security related screening. Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our product helps people express themselves, discover, and connect. Our diverse teams enable us to create value for communities, inspire creativity and bring joy. We strive to do great things with great people and maintain an Always Day 1 mindset to achieve meaningful breakthroughs for ourselves, our company, and our users. Join us. Diversity and 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. We are committed to celebrating diverse voices and creating an environment that reflects the communities we reach. USDS Reasonable Accommodation
USDS 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 tinyurl com USDS-RA Job Information
The base salary range for this position in the selected city is 88,000 - 151,112 annually. Compensation may vary outside this range based on qualifications, skills, and location. Base pay is one part of the Total Package that may include discretionary bonuses and restricted stock units. Benefits may vary depending on the nature of employment and the country of work location. Day one benefits include medical, dental, and vision insurance, a 401(k) with company match, paid parental leave, short-term and long-term disability, life insurance, wellbeing benefits, and more. 10 paid holidays per year, 10 paid sick days per year, and 17 days of Paid Personal Time (prorated upon hire with tenure). The company reserves the right to modify or change these benefits programs at any time, with or without notice. Los Angeles County Fair Chance
Qualified applicants with arrest or conviction records will be considered for employment in accordance with federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties: interacting with clients and colleagues, handling confidential information, and exercising sound judgment. Seniority level
Mid-Senior level Employment type
Full-time Job function
Accounting/Auditing and Finance Industries
Social Networking Platforms Pleasanton, CA
#J-18808-Ljbffr
We are seeking a dedicated individual to join our TikTok Payment Customer Success Operations team, where you'll focus on delivering operational excellence across our global payment platforms. As a key member of our Payment Customer Success Operations team, your specialized knowledge in payment processes will be pivotal. You'll be instrumental in managing daily operations, resolving payment-related challenges, and ensuring a streamlined, efficient experience for our valued partners and customers. Hybrid work schedule: this role requires employees to work in the office 3 days a week, or as directed by their manager/department. The organization regularly reviews its hybrid work model, and the specific requirements may change at any time. Responsibilities
Payment Service Delivery Management
Oversee the end-to-end payment service delivery lifecycle, ensuring timely and accurate transaction processing for partners and customers. Monitor service level agreements for payment services, identifying areas for improvement and implementing strategies to enhance delivery efficiency and reliability. Collaborate with internal operations and technical teams to streamline payment processes and ensure a high quality of service. Payment Experience Operations
Develop and implement strategies to optimize the payment experience for all TikTok users and partners, ensuring a user-friendly and intuitive journey. Gather and analyze customer and partner feedback regarding payment processes, translating insights into actionable improvements. Act as the primary point of contact for escalated payment experience issues, ensuring a positive and supportive interaction. Work with product and UX teams to advocate for customer-centric payment solutions and features. Payment Resolution Operations
Lead the management and resolution of payment-related incidents, inquiries, and disputes, minimizing disruption and ensuring swift, satisfactory outcomes for users and partners. Develop and maintain standard operating procedures for payment issue resolution, ensuring consistency and quality in handling. Conduct thorough research and troubleshooting of payment issues, collaborating with cross-functional teams such as engineering, finance, and legal to resolve complex cases. Analyze trends in payment issues to identify root causes and implement preventative measures. Stakeholder and Partner Management
Foster and maintain strong relationships with internal stakeholders and external payment partners to ensure smooth operations and collaborative problem solving. Communicate effectively with partners and customers regarding payment policies, changes, and issue resolutions. Compliance and Risk Mitigation
Ensure all customer facing payment support processes and resolutions align with relevant regulations and industry standards. Assist in managing payment audit and risk processes, particularly as they pertain to customer interactions and dispute resolution. Reporting and Continuous Improvement
Analyze payment customer success metrics, extract insights, and recommend data driven actions to enhance service delivery and customer satisfaction. Identify opportunities for automation and efficiency in payment customer success operations to reduce manual effort and improve response times. Contribute to strategic initiatives related to improving the overall payment ecosystem from a customer success perspective. Data Analysis
Leverage data query and visualization tools to perform analysis and prepare customer trend insights Partner closely with Data Analytics and Engineering teams to enhance analysis opportunities and improve CS reporting Identify data gaps and document requirements for dashboards, metrics, and ad hoc analysis Qualifications
Minimum Qualifications
A Bachelor\u2019s degree in Business Administration, Finance, Communications, or a related field, or equivalent work experience. 3+ years of experience in payment operations, customer success, or service delivery roles, with in-depth knowledge of various payment methods, payment processing lifecycles, and customer support best practices. Proficiency in data analysis tools such as Tableau, SQL, Splunk or Kibana to derive insights. Demonstrated experience in managing customer and partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment. Exceptional communication skills with the ability to empathize with customers and clearly articulate complex payment information to diverse audiences; proven experience in de escalation and managing sensitive conversations. Strong analytical and problem solving skills to understand and address complex payment related customer issues and implement effective solutions. Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions; familiarity with payment gateways and processing systems. Preferred Qualifications
Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain. Ability to think strategically about customer experience within the payments domain and contribute to continuous improvement of payment customer success functions. Good understanding of payment processes, industry standards, and regulations such as PCI DSS and chargeback rules to ensure compliant and fair customer treatment. Proven ability to collaborate with cross-functional teams including technical, product, and operational teams to advocate for customer needs and drive resolutions; a genuine empathy for users and passion for delivering outstanding customer experiences. About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. USDS is a security-first division created to protect TikTok user data in the United States and provide governance for data protection and content assurance policies. Teams within USDS span across Trust and Safety, Security and Privacy, Engineering, User and Product Ops, Corporate Functions and more. Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security related screening. Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our product helps people express themselves, discover, and connect. Our diverse teams enable us to create value for communities, inspire creativity and bring joy. We strive to do great things with great people and maintain an Always Day 1 mindset to achieve meaningful breakthroughs for ourselves, our company, and our users. Join us. Diversity and 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. We are committed to celebrating diverse voices and creating an environment that reflects the communities we reach. USDS Reasonable Accommodation
USDS 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 tinyurl com USDS-RA Job Information
The base salary range for this position in the selected city is 88,000 - 151,112 annually. Compensation may vary outside this range based on qualifications, skills, and location. Base pay is one part of the Total Package that may include discretionary bonuses and restricted stock units. Benefits may vary depending on the nature of employment and the country of work location. Day one benefits include medical, dental, and vision insurance, a 401(k) with company match, paid parental leave, short-term and long-term disability, life insurance, wellbeing benefits, and more. 10 paid holidays per year, 10 paid sick days per year, and 17 days of Paid Personal Time (prorated upon hire with tenure). The company reserves the right to modify or change these benefits programs at any time, with or without notice. Los Angeles County Fair Chance
Qualified applicants with arrest or conviction records will be considered for employment in accordance with federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties: interacting with clients and colleagues, handling confidential information, and exercising sound judgment. Seniority level
Mid-Senior level Employment type
Full-time Job function
Accounting/Auditing and Finance Industries
Social Networking Platforms Pleasanton, CA
#J-18808-Ljbffr