TikTok
Payment Customer Support Specialist - USDS
TikTok, San Jose, California, United States, 95199
Payment Customer Support Specialist - 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 subsidiary of TikTok in the U.S. Team Intro: USDS follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. 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 a related field, or equivalent work experience. 3+ years of experience in payment operations, customer success, or service delivery roles. Demonstrated experience in managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment. Exceptional communication skills, with a strong ability to empathize with customers and clearly articulate complex payment information to diverse audiences. Strong analytical and problem-solving skills to understand and address complex payment-related customer issues. Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions. Preferred Qualifications: Experience with subscription-based or digital goods business models. Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain. Proficiency in data analysis tools (e.g., Tableau, SQL, Splunk, Kibana) to derive insights. Demonstrated ability to think strategically about customer experience within the payments domain. Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules). About USDS
USDS is a subsidiary of TikTok in the U.S., created to bring heightened focus and governance to our data protection policies and content assurance protocols. Data Security Statement: This role requires the ability to work with and support systems designed to protect sensitive data and information. Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect. Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. 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. Job Information
The base salary range for this position is $88,000 - $151,112 annually. Compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others.
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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 subsidiary of TikTok in the U.S. Team Intro: USDS follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. 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 a related field, or equivalent work experience. 3+ years of experience in payment operations, customer success, or service delivery roles. Demonstrated experience in managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment. Exceptional communication skills, with a strong ability to empathize with customers and clearly articulate complex payment information to diverse audiences. Strong analytical and problem-solving skills to understand and address complex payment-related customer issues. Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions. Preferred Qualifications: Experience with subscription-based or digital goods business models. Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain. Proficiency in data analysis tools (e.g., Tableau, SQL, Splunk, Kibana) to derive insights. Demonstrated ability to think strategically about customer experience within the payments domain. Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules). About USDS
USDS is a subsidiary of TikTok in the U.S., created to bring heightened focus and governance to our data protection policies and content assurance protocols. Data Security Statement: This role requires the ability to work with and support systems designed to protect sensitive data and information. Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect. Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. 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. Job Information
The base salary range for this position is $88,000 - $151,112 annually. Compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others.
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