Customer Support Specialist - Product Operations, TikTok Creator Marketplace -USDS

About the position

Responsibilities

  • Manage customer/seller/creator inquiries escalated by Tier 1 teams in CRM tool.
  • Focus on data analytical tasks, serving as the main point of contact for data requests and analysis.
  • Respond to internal and external customer escalations quickly and professionally, meeting quality expectations.
  • Identify root causes of escalated issues and provide appropriate resolutions to enhance service delivery.
  • Summarize Q&A and log information in the knowledge management tool.
  • Escalate critical/high-risk cases to the appropriate authority and coordinate with other teams to resolve issues.
  • Identify ongoing issues to eliminate repeat complaints and reduce escalation rates, improving overall customer experience.
  • Support ad-hoc projects and initiatives as needed.

Requirements

  • BA/BS degree or equivalent practical experience.
  • At least 1 year of experience in a customer service environment.
  • Data analytical certificate or equivalent practical experience of more than 1 year is a plus.
  • Experience in generating insights through data analysis and solving problems through process/product optimization is preferred.
  • Effective, clear, and professional written and oral communication skills.
  • Eager to learn, take initiative, and solve problems.
  • Strong problem-solving and prioritization skills.

Nice-to-haves

  • Experience in a fast-paced tech environment.
  • Familiarity with CRM tools and data analysis software.

Benefits

  • 100% premium coverage for employee medical insurance, approximately 75% for dependents.
  • Health Savings Account (HSA) with company match.
  • Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
  • Flexible Spending Account (FSA) options for healthcare and dependent care.
  • 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO).
  • 10 paid sick days per year.
  • 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
  • Mental and emotional health benefits through EAP and Lyra.
  • 401K company match.
  • Gym and cellphone service reimbursements.
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