TikTok
Payment Customer Support Specialist - USDS
TikTok, San Jose, California, United States, 95199
Overview
Payment Customer Support Specialist - USDS Get AI-powered advice on this job and more exclusive features. Responsibilities
Team Intro: The Global Payment team within TikTok's U.S. Data Security department provides payment solutions to ensure a smooth and secure payment experience on the TikTok platform. The team also builds data science and machine learning solutions to optimize payment services for use cases such as financial risk, payment compliance, marketing growth, and more. Hybrid Work Model: The organization follows a hybrid schedule requiring in-office presence 3 days a week, or as directed by the manager. Specific requirements may change over time. General Responsibilities: Oversee specialized payment support operations to ensure buyers, merchants, and creators receive timely and effective resolutions for payment-related issues. Manage support queues, handle escalations, oversee offshore/BPO partner teams, and translate customer feedback into actionable platform improvements. Key Responsibilities
Queue Management: Monitor and manage incoming support tickets from various channels to ensure prompt responses and resolution within defined SLAs. Complex Escalations: Serve as primary contact for complex payment-related issues escalated by the support team; collaborate with cross-functional teams to unblock issues. Policies and SOPs: Develop and leverage payment policies and SOPs to guide workflows and issue resolution in line with compliant practices. Resource Management: Oversee day-to-day performance of the BPO/offshore support team, including training and quality assurance; troubleshoot system access, data/technical bugs, and risk-related blocks. Performance Management: Track KPIs and SLAs for the function and the offshore partner; conduct regular reviews and improvement plans. Reporting & Analytics: Analyze support data to report on trends, ticket volumes, resolution times, and team efficiency across e-commerce, LIVE, and creator business lines. Customer Insights: Synthesize escalated-ticket insights 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 fintech. Experience handling high-ticket volumes 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 to interpret data, generate reports, and identify trends; excellent communication and interpersonal skills; ability to manage 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 subsidiary of TikTok in the U.S. This security-first division focuses on data protection policies and content assurance protocols to keep U.S. users safe. USDS teams span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more. Data Security Statement
This role requires working with systems that protect sensitive data and information and is subject to strict national security-related screening. Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our teams are global and diverse, working together to create value for communities, inspire creativity, and bring joy. We pursue curiosity, humility, and impact in a fast-growing tech environment, embracing challenges as opportunities to learn and innovate. Diversity & Inclusion
TikTok is committed to an inclusive space where employees are valued for their skills, experiences, and perspectives. Our platform and workplace reflect the diverse communities we reach. 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: The base salary range for this position in the selected city is $88,000 – $151,112 annually. Compensation may vary based on qualifications, skills, competencies, experience, and location. Base pay may be eligible for bonuses, incentives, and RSUs. Benefits include medical, dental, vision, 401(k) with company match, parental leave, disability coverage, life insurance, wellbeing benefits, and paid time off. Benefits may vary by location. The Company reserves the right to modify benefits at any time. For Los Angeles County applicants: Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance and California Fair Chance Act. Criminal history considerations relate to job duties such as client interactions, handling confidential information, and exercising sound judgment. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries
Social Networking Platforms Note: Referrals increase your chances of interviewing at TikTok, and you can get notified about new Customer Support Specialist jobs.
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Payment Customer Support Specialist - USDS Get AI-powered advice on this job and more exclusive features. Responsibilities
Team Intro: The Global Payment team within TikTok's U.S. Data Security department provides payment solutions to ensure a smooth and secure payment experience on the TikTok platform. The team also builds data science and machine learning solutions to optimize payment services for use cases such as financial risk, payment compliance, marketing growth, and more. Hybrid Work Model: The organization follows a hybrid schedule requiring in-office presence 3 days a week, or as directed by the manager. Specific requirements may change over time. General Responsibilities: Oversee specialized payment support operations to ensure buyers, merchants, and creators receive timely and effective resolutions for payment-related issues. Manage support queues, handle escalations, oversee offshore/BPO partner teams, and translate customer feedback into actionable platform improvements. Key Responsibilities
Queue Management: Monitor and manage incoming support tickets from various channels to ensure prompt responses and resolution within defined SLAs. Complex Escalations: Serve as primary contact for complex payment-related issues escalated by the support team; collaborate with cross-functional teams to unblock issues. Policies and SOPs: Develop and leverage payment policies and SOPs to guide workflows and issue resolution in line with compliant practices. Resource Management: Oversee day-to-day performance of the BPO/offshore support team, including training and quality assurance; troubleshoot system access, data/technical bugs, and risk-related blocks. Performance Management: Track KPIs and SLAs for the function and the offshore partner; conduct regular reviews and improvement plans. Reporting & Analytics: Analyze support data to report on trends, ticket volumes, resolution times, and team efficiency across e-commerce, LIVE, and creator business lines. Customer Insights: Synthesize escalated-ticket insights 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 fintech. Experience handling high-ticket volumes 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 to interpret data, generate reports, and identify trends; excellent communication and interpersonal skills; ability to manage 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 subsidiary of TikTok in the U.S. This security-first division focuses on data protection policies and content assurance protocols to keep U.S. users safe. USDS teams span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more. Data Security Statement
This role requires working with systems that protect sensitive data and information and is subject to strict national security-related screening. Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our teams are global and diverse, working together to create value for communities, inspire creativity, and bring joy. We pursue curiosity, humility, and impact in a fast-growing tech environment, embracing challenges as opportunities to learn and innovate. Diversity & Inclusion
TikTok is committed to an inclusive space where employees are valued for their skills, experiences, and perspectives. Our platform and workplace reflect the diverse communities we reach. 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: The base salary range for this position in the selected city is $88,000 – $151,112 annually. Compensation may vary based on qualifications, skills, competencies, experience, and location. Base pay may be eligible for bonuses, incentives, and RSUs. Benefits include medical, dental, vision, 401(k) with company match, parental leave, disability coverage, life insurance, wellbeing benefits, and paid time off. Benefits may vary by location. The Company reserves the right to modify benefits at any time. For Los Angeles County applicants: Qualified applicants with arrest or conviction records will be considered in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance and California Fair Chance Act. Criminal history considerations relate to job duties such as client interactions, handling confidential information, and exercising sound judgment. Seniority level
Mid-Senior level Employment type
Full-time Job function
Other Industries
Social Networking Platforms Note: Referrals increase your chances of interviewing at TikTok, and you can get notified about new Customer Support Specialist jobs.
#J-18808-Ljbffr