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, we provide friendly, on-brand resolutions 7 days / week.
Content that User Support Associates 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 safety; depictions of harm to self and others, and harm to animals. ResponsibilitiesThe Associate will play a direct role in helping to establish TikTok as our users’ favorite daily experience through processing user requests through email and ticketing systems.
They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions.
Success will be determined by productivity, quality, and resolution-based metrics. We're looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate.
A high level of familiarity with the TikTok user experience is a plus. ResponsibilitiesRespond efficiently, accurately, and with compassion to users who reach out to TikTok for help.
Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.Contribute to strategic growth initiatives and special projects as needed.
Collaborate with cross-functional teams to ensure we provide the best user experience through escalating issues, developing solutions and processes.
Minimum QualificationsFluent in Portuguese, to be able to communicate with the Brazilian market & customersMinimum 1 year experience in a user support or customer service roleExperience working with computers or CRM softwareHigh School Diploma or equivalent Preferred QualificationsExperience providing exceptional customer service via email / written channelsStrong multi-tasking skills (you can juggle requests coming in 3 different places no problem)Strong written communication skills Strong typing skillsFirst-class time management and decision-making skillsLiteracy of internet culture and user behavior on social media preferred Trust & Safety recognises that keeping our platform safe for 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 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.
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