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SalaryResponsibilities
About TikTok U.S. Data Security
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. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.
About the Team
The TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partner organizations to create an environment that brings communities together in real-time to create meaningful and interactive connections around the globe.
Responsibilities
- Manage user/creator inquiries through various channels and resolve their issues in an accurate, timely and satisfactory manner
- Study, deep-dive and investigate transactional issues affecting top consumers within the region; work with cross-functional teams to design localised solutions and processes, ensure users' transactional needs are timely addressed and resolved with positive outcomes
- Provide value-added service. Identify and strategise areas of improvement in customer service and platform experience
- Promptly escalate critical/high-risk cases and suspicious data trends, work with internal and cross-functional teams to provide solutions
- Support ad-hoc projects and initiatives per business needs. Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations
- Look for opportunities to identify ongoing issues and user pain points, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience
- Compile service reports for internal stakeholders and cross-functional teams on a regular basis
- Understand TikTok USDS Privacy, Safety, and Security guidelines, as well as business partners' priorities across TikTok LIVE team, be the bridge and advocate to build the utmost confidence in the security of TikTok LIVE business.
Minimum Qualifications
- BA/BS degree
- A minimum of 4 years experience in a customer service environment.
- Demonstrates effective, clear, professional written and oral communication with team members and B2B/B2C customers.
- Experience working in the digital payments industry / live-streaming / user-generated content platforms, knowledge of digital fraud investigation is a plus.
- Eager to learn, initiative taker and problem-solver, proactive and continuous improvement attitude, excellent problem solving and priority skills, thrives in a fast environment, support business in shifts while being meticulous and organized.
- Have a good coworking temperament to handle disputes and emergencies and must be service-oriented to handle and resolve disputes.
- Speed, resourcefulness, and go-getter attitude.
TikTok 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 usds.accommodations@tiktokusds.com
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.
Job Information
The base salary range for this position in the selected city is $67724 - $97111 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
