User Support Associate - USDS

Responsibilities
About the Team
Our User Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, you will play a direct role in establishing TikTok as our users’ favorite daily experience by responding in a warm, empathetic, and on-brand manner.
This role requires a self-motivated individual who is proficient in using various proprietary tools and Standard Operating Procedures (SOPs) to resolve a wide range of user issues with a focus on first-touch issue resolution. Success will be determined by meeting or exceeding key metrics for productivity, quality, and user satisfaction. You will thrive in a fast-paced, self-led environment and possess a natural curiosity for investigating problems and identifying solutions. A high level of familiarity with the TikTok user experience is a plus.

Our team performs a critical function that supports our efforts to address objectionable or disturbing content. Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

It is possible that this role will be exposed to harmful content on a daily basis.

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.

Who You Are
User First: You have a deep sense of humility and empathy, placing the user's experience above all else. You are dedicated to understanding our community's needs and providing compassionate support in every interaction.
Driven for Impact: You are not just a task-doer; you are a proactive problem-solver. You are motivated to exceed goals, identify inefficiencies, and contribute to larger projects that have a measurable impact on our operational success.
Always Learning & Adapting: You thrive in a fast-paced and ambiguous environment. You are quick to learn new tools and policies, embracing change as an opportunity to grow and improve your skills.
Collaborative & Accountable: You are a dedicated team player who works seamlessly with peers and cross-functional partners. You are highly accountable for your work, supporting your team members and demonstrating integrity in all your actions.
Detail-Oriented: You have a sharp eye for detail, ensuring accuracy in all your work, from following complex processes to spotting errors and contributing to their resolution.


Responsibilities
- Respond efficiently and with compassion to user inquiries via email and a ticketing system, demonstrating strong customer service skills.
- Utilize a proficient working knowledge of internal tools and SOPs to accurately apply case type labels, troubleshoot issues, and provide comprehensive support.
- Identify and escalate new or common user issues in a timely manner, contributing to the development of solutions and processes.
- Consistently meet or exceed KPI goals for productivity, quality, and user satisfaction (CSAT).
- Effectively manage your time with the strong ability to multi-task and maintain high-quality work in a fast-paced environment.
- Collaborate with cross-functional teams to ensure the best user experience and align on shared goals.

Qualifications
Minimum Qualifications
- Minimum 1 year of experience in a user support or customer service role.
- Experience providing exceptional customer service via email/written channels.
- Proficiency with computers, CRM software, and strong typing skills.
- Strong written communication skills, with a clear and empathetic tone.
- Excellent time management, multitasking, and decision-making skills.
- A basic analytical mindset, with the ability to understand and interpret user data to identify themes.
- High School Diploma or equivalent.

Preferred Qualifications
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.

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.


Trust & Safety
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.


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