TikTok
Payment Customer Support Specialist - USDS
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Base pay range: $83,600 – $143,556 per year.
Team Intro: The Global Payment team of U.S. Data Security department of TikTok provides payment solutions – including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on – to ensure that users have a smooth and secure payment experience on TikTok platform. The team also builds data science and machine learning solutions to optimize our payment services, leveraging large-scale datasets and advanced algorithms for financial risk, payment compliance, marketing growth, and more.
Hybrid work schedule: Employees need to work in the office 3 days a week, or as directed by manager, with flexibility that may change over time.
Responsibilities
Queue Management – Actively monitor and manage incoming support ticket queues from various channels (in-app escalations, IM chat) to ensure prompt responses and achieve resolution within defined SLAs.
Complex Escalations – Serve as the primary point of contact for escalated payment-related issues, collaborating with cross‑functional partner teams to unblock issues and find solutions.
Defining Policies & SOPs – Build and leverage payment policies, protocols, and SOPs to create workflows, resolve issues and advise based on compliant company practices and best payment solutions.
Resource Management – Manage day‑to‑day performance of BPO/offshore support team, providing guidance, training, and quality assurance to meet standards.
Performance Management – Track and report key performance indicators (KPIs) and SLAs for overall function, conduct regular performance reviews, and implement improvement plans.
Reporting & Analytics – Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across e‑commerce, LIVE, and creator business lines.
Customer Insights – Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.
Minimum Qualifications
Proven experience in a customer support role focused on payments, e‑commerce, or financial technology.
Experience handling high volume of tickets/escalations during critical periods such as campaigns, holidays, and events.
Demonstrated experience leading a team or managing vendor/BPO relationships.
Skilled at handling 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 – 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).
As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship for any immigration‑related benefits.
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., created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. The teams within USDS deliver on this commitment daily across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions, and more.
Why Join Us Inspiring creativity is at the core of TikTok’s mission. Our innovative product helps people express themselves, discover and connect. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. We embrace challenges, iterate constantly, and foster an “Always Day 1” mindset to achieve meaningful breakthroughs for ourselves, our company, and our users.
Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to create an environment reflecting 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 https://tinyurl.com/USDS-RA.
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Base pay range: $83,600 – $143,556 per year.
Team Intro: The Global Payment team of U.S. Data Security department of TikTok provides payment solutions – including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on – to ensure that users have a smooth and secure payment experience on TikTok platform. The team also builds data science and machine learning solutions to optimize our payment services, leveraging large-scale datasets and advanced algorithms for financial risk, payment compliance, marketing growth, and more.
Hybrid work schedule: Employees need to work in the office 3 days a week, or as directed by manager, with flexibility that may change over time.
Responsibilities
Queue Management – Actively monitor and manage incoming support ticket queues from various channels (in-app escalations, IM chat) to ensure prompt responses and achieve resolution within defined SLAs.
Complex Escalations – Serve as the primary point of contact for escalated payment-related issues, collaborating with cross‑functional partner teams to unblock issues and find solutions.
Defining Policies & SOPs – Build and leverage payment policies, protocols, and SOPs to create workflows, resolve issues and advise based on compliant company practices and best payment solutions.
Resource Management – Manage day‑to‑day performance of BPO/offshore support team, providing guidance, training, and quality assurance to meet standards.
Performance Management – Track and report key performance indicators (KPIs) and SLAs for overall function, conduct regular performance reviews, and implement improvement plans.
Reporting & Analytics – Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across e‑commerce, LIVE, and creator business lines.
Customer Insights – Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.
Minimum Qualifications
Proven experience in a customer support role focused on payments, e‑commerce, or financial technology.
Experience handling high volume of tickets/escalations during critical periods such as campaigns, holidays, and events.
Demonstrated experience leading a team or managing vendor/BPO relationships.
Skilled at handling 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 – 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).
As a condition of employment, all successful candidates must be able to establish authorization to work in the United States. For this position, the Company does not provide sponsorship for any immigration‑related benefits.
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., created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. The teams within USDS deliver on this commitment daily across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions, and more.
Why Join Us Inspiring creativity is at the core of TikTok’s mission. Our innovative product helps people express themselves, discover and connect. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. We embrace challenges, iterate constantly, and foster an “Always Day 1” mindset to achieve meaningful breakthroughs for ourselves, our company, and our users.
Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. We celebrate diverse voices and aim to create an environment reflecting 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 https://tinyurl.com/USDS-RA.
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