Payment Customer Support Specialist - USDS

Responsibilities
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 is also responsible for building data science and machine learning solutions to optimize our payment services leveraging large scale datasets and advanced algorithms. These solutions are key components for various business use cases, such as financial risk, payment compliance, marketing growth, and more.

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.

Responsibilities:
We are seeking an experienced and detail-oriented Payment Customer Support Specialist to oversee our specialized support operations. The ideal candidate will be a proactive problem-solver responsible for ensuring our buyers, merchants, and creators receive timely and effective resolutions for all payment-related issues. You will play a crucial role in managing our support queues, handling tough escalations, overseeing our offshore/BPO partner team, and turning customer feedback into actionable insights to improve our platform.

Key Responsibilities
- Queue Management: Actively monitor and manage incoming support ticket queues from various channels, including in-app escalations and IM chat, to ensure prompt responses. Achieving resolution within defined SLAs is a critical measurement of success and an important component of this role's responsibilities.
- Complex Escalations: Serve as the primary point of contact for complex and sensitive payment-related issues escalated by the support team, providing expert resolution. Work closely with cross-functional partner teams to unblock issues and find solutions.
- Defining Policies and SOPs: Build and leverage payment policies, protocols and SOPs to build work flows and resolve issues, advising based on compliant company practices and best payment solutions.
- Resource Management: Manage the day-to-day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet our standards. Troubleshoot issues ranging from system access, data/technical bugs, risk-related payment blocks, etc.
- Performance Management: Track and report on key performance indicators (KPIs) and SLAs for overall function including the offshore partner team, conducting regular performance reviews and implementing improvement plans as needed.
- Reporting & Analytics: Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across our 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.

Qualifications
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/escalations for critical periods like 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, managing support for multiple business lines and user types (buyers, merchants, creators).

About USDS
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.

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 is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

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. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.


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


Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $151112 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.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment 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. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
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.