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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.