TikTok
Payment Customer Experience Operations - USDS
TikTok, San Jose, California, United States, 95199
Overview
Payment Customer Experience Operations - USDS Responsibilities
Oversee end-to-end payment service delivery for subscriptions and in-app purchases, ensuring timely and accurate transactions. Optimize the payment journey for users, focusing on the entire subscription lifecycle (trials, upgrades, billing, cancellations). Lead the resolution of all payment-related incidents, inquiries, and disputes, providing swift and satisfactory outcomes for users. Collaborate with internal teams (Product, UX, Engineering, Finance, Legal) and external payment partners to streamline processes and resolve complex issues. Ensure compliance with relevant regulations (e.g., PCI DSS) and manage payment audit and risk processes. Analyze payment success metrics and user feedback to identify trends, recommend improvements, and enhance creator satisfaction. Qualifications
Minimum Qualifications: A Bachelor\'s degree in Business Administration, Finance, Communications, or related field, or equivalent work experience. 3+ years of experience in payment operations, customer success, or service delivery roles. In-depth knowledge of payment processing lifecycles and customer support best practices. Demonstrated experience in managing customer/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. Experience in de-escalation and managing sensitive conversations. Strong analytical and problem-solving skills to address complex payment-related customer issues and implement effective solutions. Proficiency with CRM systems and customer support platforms; familiarity with payment gateways and processing systems. Proven ability to collaborate with cross-functional teams to advocate for customer needs and drive resolutions; genuine empathy for users and passion for outstanding customer experiences. Preferred Qualifications: Experience with subscription-based or digital goods business models. Ability to balance customer needs with business objectives in payments domain. Proficiency in data analysis tools (Tableau, SQL, Splunk, Kibana) to derive insights. Strategic thinking about customer experience within payments and contribution to continuous improvement of payment customer success functions. Understanding of payment processes, industry standards, and regulations (PCI DSS, chargeback rules) to ensure compliant customer treatment. About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (USDS) is a security-first division focused on data protection policies and content assurance protocols for U.S. users. Teams span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions. Data Security Statement
This role requires handling systems that protect sensitive data and will be subject to national security-related screening. Why Join Us
Our mission is to inspire creativity and bring joy. We strive to do great things with great people, foster curiosity and impact, and maintain an "Always Day 1" mindset to achieve meaningful breakthroughs for our company and users. USDS Reasonable Accommodation
USDS provides reasonable accommodations in recruitment for candidates with disabilities or other protected reasons. If you need assistance, please reach out to us at https://tinyurl.com/USDS-RA Job Information
Compensation Description (Annual): The base salary range for this position in the selected city is $88,000 - $151,112 annually. Compensation may vary based on qualifications, skills, and location. This role may be eligible for additional bonuses, incentives, and stock units. Benefits include medical, dental, vision, 401(k) with match, parental leave, disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time (prorated). The company reserves the right to modify benefits at any time.
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Payment Customer Experience Operations - USDS Responsibilities
Oversee end-to-end payment service delivery for subscriptions and in-app purchases, ensuring timely and accurate transactions. Optimize the payment journey for users, focusing on the entire subscription lifecycle (trials, upgrades, billing, cancellations). Lead the resolution of all payment-related incidents, inquiries, and disputes, providing swift and satisfactory outcomes for users. Collaborate with internal teams (Product, UX, Engineering, Finance, Legal) and external payment partners to streamline processes and resolve complex issues. Ensure compliance with relevant regulations (e.g., PCI DSS) and manage payment audit and risk processes. Analyze payment success metrics and user feedback to identify trends, recommend improvements, and enhance creator satisfaction. Qualifications
Minimum Qualifications: A Bachelor\'s degree in Business Administration, Finance, Communications, or related field, or equivalent work experience. 3+ years of experience in payment operations, customer success, or service delivery roles. In-depth knowledge of payment processing lifecycles and customer support best practices. Demonstrated experience in managing customer/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. Experience in de-escalation and managing sensitive conversations. Strong analytical and problem-solving skills to address complex payment-related customer issues and implement effective solutions. Proficiency with CRM systems and customer support platforms; familiarity with payment gateways and processing systems. Proven ability to collaborate with cross-functional teams to advocate for customer needs and drive resolutions; genuine empathy for users and passion for outstanding customer experiences. Preferred Qualifications: Experience with subscription-based or digital goods business models. Ability to balance customer needs with business objectives in payments domain. Proficiency in data analysis tools (Tableau, SQL, Splunk, Kibana) to derive insights. Strategic thinking about customer experience within payments and contribution to continuous improvement of payment customer success functions. Understanding of payment processes, industry standards, and regulations (PCI DSS, chargeback rules) to ensure compliant customer treatment. About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (USDS) is a security-first division focused on data protection policies and content assurance protocols for U.S. users. Teams span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions. Data Security Statement
This role requires handling systems that protect sensitive data and will be subject to national security-related screening. Why Join Us
Our mission is to inspire creativity and bring joy. We strive to do great things with great people, foster curiosity and impact, and maintain an "Always Day 1" mindset to achieve meaningful breakthroughs for our company and users. USDS Reasonable Accommodation
USDS provides reasonable accommodations in recruitment for candidates with disabilities or other protected reasons. If you need assistance, please reach out to us at https://tinyurl.com/USDS-RA Job Information
Compensation Description (Annual): The base salary range for this position in the selected city is $88,000 - $151,112 annually. Compensation may vary based on qualifications, skills, and location. This role may be eligible for additional bonuses, incentives, and stock units. Benefits include medical, dental, vision, 401(k) with match, parental leave, disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time (prorated). The company reserves the right to modify benefits at any time.
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