TikTok
Payment Customer Support Specialist - USDS
TikTok, Los Angeles, California, United States, 90079
Payment Customer Support Specialist – USDS
Base pay range: $83,600.00/yr – $143,556.00/yr
Responsibilities The Global Payment team of U.S. Data Security (USDS) at TikTok provides payment solutions—including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, and reconciliations—to ensure users have a smooth and secure payment experience on the 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 use cases such as financial risk, payment compliance, and marketing growth.
Key Responsibilities
Queue Management : Actively monitor and manage incoming support ticket queues from various channels, including in‑app escalations and instant‑messaging chat, to ensure prompt responses and resolution within defined SLAs.
Complex Escalations : Serve as the primary point of contact for complex and sensitive payment‑related issues escalated by the support team, providing expert resolution and collaborating with cross‑functional partners to unblock issues.
Defining Policies and SOPs : Build and leverage payment policies, protocols, and SOPs to streamline workflows, advise based on compliant company practices, and recommend best payment solutions.
Resource Management : Manage day‑to‑day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet standards.
Performance Management : Track and report on key performance indicators (KPIs) and SLAs for the overall function, including the offshore partner team; conduct regular 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, gather valuable customer insights, and collaborate with product and payment teams to address root causes.
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 and 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 with the ability to interpret data, generate reports, and identify trends.
Excellent communication and interpersonal skills.
Ability to thrive in a fast‑paced environment, supporting 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., focused on providing oversight and protection of the TikTok platform and U.S. user data to keep 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.
Why Join Us Inspiring creativity is at the core of TikTok’s mission. Our innovative product helps people discover and connect, and our global, diverse teams make that possible. We lead with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team.
Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. We celebrate diverse voices and strive to create an environment that reflects the communities we reach.
USDS Reasonable Accommodation USDS is committed to providing reasonable accommodations in 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 at
https://tinyurl.com/USDS-RA .
Job Information Compensation may vary outside of the base pay range depending on factors such as qualifications, skills, competencies, and experience. The role may be eligible for additional discretionary bonuses, incentives, and restricted stock units. Employees receive benefits including medical, dental, vision insurance, a 401(k) savings plan with company match, paid parental leave, disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time (prorated upon hire). The company reserves the right to modify or change these benefits at any time, with or without notice.
For Los Angeles County (unincorporated) candidates: Qualified applicants with arrest or conviction records will be considered in accordance with all federal, state, and local laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Criminal history may impact the following duties: 1) Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2) Appropriately handling and managing confidential information, including proprietary and trade secret information and access to information technology systems; and 3) Exercising sound judgment.
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Responsibilities The Global Payment team of U.S. Data Security (USDS) at TikTok provides payment solutions—including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, and reconciliations—to ensure users have a smooth and secure payment experience on the 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 use cases such as financial risk, payment compliance, and marketing growth.
Key Responsibilities
Queue Management : Actively monitor and manage incoming support ticket queues from various channels, including in‑app escalations and instant‑messaging chat, to ensure prompt responses and resolution within defined SLAs.
Complex Escalations : Serve as the primary point of contact for complex and sensitive payment‑related issues escalated by the support team, providing expert resolution and collaborating with cross‑functional partners to unblock issues.
Defining Policies and SOPs : Build and leverage payment policies, protocols, and SOPs to streamline workflows, advise based on compliant company practices, and recommend best payment solutions.
Resource Management : Manage day‑to‑day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet standards.
Performance Management : Track and report on key performance indicators (KPIs) and SLAs for the overall function, including the offshore partner team; conduct regular 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, gather valuable customer insights, and collaborate with product and payment teams to address root causes.
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 and 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 with the ability to interpret data, generate reports, and identify trends.
Excellent communication and interpersonal skills.
Ability to thrive in a fast‑paced environment, supporting 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., focused on providing oversight and protection of the TikTok platform and U.S. user data to keep 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.
Why Join Us Inspiring creativity is at the core of TikTok’s mission. Our innovative product helps people discover and connect, and our global, diverse teams make that possible. We lead with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team.
Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. We celebrate diverse voices and strive to create an environment that reflects the communities we reach.
USDS Reasonable Accommodation USDS is committed to providing reasonable accommodations in 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 at
https://tinyurl.com/USDS-RA .
Job Information Compensation may vary outside of the base pay range depending on factors such as qualifications, skills, competencies, and experience. The role may be eligible for additional discretionary bonuses, incentives, and restricted stock units. Employees receive benefits including medical, dental, vision insurance, a 401(k) savings plan with company match, paid parental leave, disability coverage, life insurance, wellbeing benefits, 10 paid holidays, 10 paid sick days, and 17 days of paid personal time (prorated upon hire). The company reserves the right to modify or change these benefits at any time, with or without notice.
For Los Angeles County (unincorporated) candidates: Qualified applicants with arrest or conviction records will be considered in accordance with all federal, state, and local laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Criminal history may impact the following duties: 1) Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues; 2) Appropriately handling and managing confidential information, including proprietary and trade secret information and access to information technology systems; and 3) Exercising sound judgment.
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