TikTok
Payment Customer Support Specialist - USDS
TikTok, San Jose, California, United States, 95199
Payment Customer Support Specialist - USDS
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Overview
The Global Payment team of U.S. Data Security (USDS) at TikTok provides payment solutions to ensure users have a smooth and secure payment experience on the TikTok platform. The team builds data science and machine learning solutions to optimize payment services, supporting financial risk, payment compliance, marketing growth, and more. USDS focuses on data protection policies and content assurance to keep U.S. users safe.
Work arrangement: hybrid schedule with in-office requirement 3 days a week (or as directed); this may change based on organizational needs.
Responsibilities
Queue Management: Monitor and manage incoming support tickets from multiple channels to ensure prompt responses and resolution within defined SLAs.
Complex Escalations: Serve as primary point of contact for complex payment-related issues escalated by the support team; collaborate with cross-functional teams to unblock issues.
Defining Policies and SOPs: Develop and leverage payment policies, protocols, and SOPs to resolve issues in line with compliant practices and best payment solutions.
Resource Management: Manage day-to-day performance of BPO/offshore support partners; provide guidance, training, and quality assurance.
Performance Management: Track KPIs and SLAs for the function including offshore partners; conduct performance reviews and implement improvements.
Reporting & Analytics: Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across business lines.
Customer Insights: Synthesize findings from escalated tickets to identify patterns and collaborate with product and payment teams to address root causes.
Qualifications
Minimum Qualifications
Proven experience in a customer support role, with a focus on payments, e-commerce, or financial technology.
Experience handling high volumes of tickets/escalations during campaigns, holidays, and events.
Experience leading a team or managing vendor/BPO relationships.
Ability to handle complex customer escalations with empathy and efficiency.
Experience with ticketing systems (e.g., Zendesk, Jira) and customer support analytics tools.
Preferred Qualifications
Strong analytical skills with the ability to interpret data, generate reports, and identify trends.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced environment, managing support for multiple business lines and user types (buyers, merchants, creators).
About USDS
TikTok is the leading destination for short-form mobile video. U.S. Data Security (USDS) is a TikTok subsidiary focused on data protection policies and content assurance protocols to safeguard U.S. users. Teams include Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions.
Data Security Statement
This role involves working with systems designed to protect sensitive data and will be subject to strict national security-related screening.
Why Join Us
Join TikTok to help inspire creativity and bring joy through an innovative product. We value curiosity, humility, collaboration, and a mindset of continuous learning and improvement.
Diversity & Inclusion
TikTok is committed to an inclusive workplace that values diverse voices and backgrounds. We strive to reflect the communities we reach.
USDS Reasonable Accommodation
USDS provides reasonable accommodations in recruitment for qualified candidates. If you need assistance, contact us at the provided accommodation link.
Job Information
Compensation: base salary range is $88,000 – $151,112 annually, with potential bonuses and RSUs. Benefits include medical/dental/vision insurance, 401(k) with company match, parental leave, disability coverage, life insurance, wellbeing benefits, and paid time off. Benefits vary by location; terms subject to change.
For Los Angeles County candidates: Community-friendly provisions apply per applicable laws and ordinances.
We invite you to apply and join a growing team focused on delivering secure, scalable payment solutions for TikTok users.
#J-18808-Ljbffr
Overview
The Global Payment team of U.S. Data Security (USDS) at TikTok provides payment solutions to ensure users have a smooth and secure payment experience on the TikTok platform. The team builds data science and machine learning solutions to optimize payment services, supporting financial risk, payment compliance, marketing growth, and more. USDS focuses on data protection policies and content assurance to keep U.S. users safe.
Work arrangement: hybrid schedule with in-office requirement 3 days a week (or as directed); this may change based on organizational needs.
Responsibilities
Queue Management: Monitor and manage incoming support tickets from multiple channels to ensure prompt responses and resolution within defined SLAs.
Complex Escalations: Serve as primary point of contact for complex payment-related issues escalated by the support team; collaborate with cross-functional teams to unblock issues.
Defining Policies and SOPs: Develop and leverage payment policies, protocols, and SOPs to resolve issues in line with compliant practices and best payment solutions.
Resource Management: Manage day-to-day performance of BPO/offshore support partners; provide guidance, training, and quality assurance.
Performance Management: Track KPIs and SLAs for the function including offshore partners; conduct performance reviews and implement improvements.
Reporting & Analytics: Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across business lines.
Customer Insights: Synthesize findings from escalated tickets to identify patterns and collaborate with product and payment teams to address root causes.
Qualifications
Minimum Qualifications
Proven experience in a customer support role, with a focus on payments, e-commerce, or financial technology.
Experience handling high volumes of tickets/escalations during campaigns, holidays, and events.
Experience leading a team or managing vendor/BPO relationships.
Ability to handle complex customer escalations with empathy and efficiency.
Experience with ticketing systems (e.g., Zendesk, Jira) and customer support analytics tools.
Preferred Qualifications
Strong analytical skills with the ability to interpret data, generate reports, and identify trends.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced environment, managing support for multiple business lines and user types (buyers, merchants, creators).
About USDS
TikTok is the leading destination for short-form mobile video. U.S. Data Security (USDS) is a TikTok subsidiary focused on data protection policies and content assurance protocols to safeguard U.S. users. Teams include Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions.
Data Security Statement
This role involves working with systems designed to protect sensitive data and will be subject to strict national security-related screening.
Why Join Us
Join TikTok to help inspire creativity and bring joy through an innovative product. We value curiosity, humility, collaboration, and a mindset of continuous learning and improvement.
Diversity & Inclusion
TikTok is committed to an inclusive workplace that values diverse voices and backgrounds. We strive to reflect the communities we reach.
USDS Reasonable Accommodation
USDS provides reasonable accommodations in recruitment for qualified candidates. If you need assistance, contact us at the provided accommodation link.
Job Information
Compensation: base salary range is $88,000 – $151,112 annually, with potential bonuses and RSUs. Benefits include medical/dental/vision insurance, 401(k) with company match, parental leave, disability coverage, life insurance, wellbeing benefits, and paid time off. Benefits vary by location; terms subject to change.
For Los Angeles County candidates: Community-friendly provisions apply per applicable laws and ordinances.
We invite you to apply and join a growing team focused on delivering secure, scalable payment solutions for TikTok users.
#J-18808-Ljbffr