TikTok
Payment Customer Support Specialist - USDS
TikTok, San Jose, California, United States, 95199
Payment Customer Support Specialist - USDS
Team Intro:
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. The role is hybrid, requiring office presence 3 days a week as directed by leadership.
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.
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 or any immigration‑related benefit.
Minimum Qualifications
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 with in‑depth knowledge of payment processing lifecycles.
Demonstrated experience 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 articulate complex payment information.
Strong analytical and problem‑solving skills to address complex payment‑related customer issues and propose effective solutions.
Proficiency in leveraging CRM systems and customer support platforms to manage cases; familiarity with payment gateways and processing systems.
Ability to collaborate effectively with cross‑functional teams (technical, product, operational) to advocate for customer needs and drive resolutions.
Preferred Qualifications
Experience with subscription‑based or digital goods business models.
Data‑analysis skills using tools such as Tableau, SQL, Splunk, or Kibana.
Strategic thinking about customer experience within the payments domain and contribution to continuous improvement of payment customer success functions.
Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules).
About USDS USDS is a security‑first division created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. The team spans Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions, and more.
Data Security Statement This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security‑related screening.
Compensation Annual base salary range: $88,000 – $151,112
Employees receive benefits including medical, dental, vision, 401(k) with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, and paid time off.
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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. The role is hybrid, requiring office presence 3 days a week as directed by leadership.
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.
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 or any immigration‑related benefit.
Minimum Qualifications
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 with in‑depth knowledge of payment processing lifecycles.
Demonstrated experience 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 articulate complex payment information.
Strong analytical and problem‑solving skills to address complex payment‑related customer issues and propose effective solutions.
Proficiency in leveraging CRM systems and customer support platforms to manage cases; familiarity with payment gateways and processing systems.
Ability to collaborate effectively with cross‑functional teams (technical, product, operational) to advocate for customer needs and drive resolutions.
Preferred Qualifications
Experience with subscription‑based or digital goods business models.
Data‑analysis skills using tools such as Tableau, SQL, Splunk, or Kibana.
Strategic thinking about customer experience within the payments domain and contribution to continuous improvement of payment customer success functions.
Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules).
About USDS USDS is a security‑first division created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. The team spans Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions, and more.
Data Security Statement This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security‑related screening.
Compensation Annual base salary range: $88,000 – $151,112
Employees receive benefits including medical, dental, vision, 401(k) with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, and paid time off.
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