Customer Support Specialist - USDS

Payment Customer Support Specialist - USDS

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Team Intro:
The Global Payment team of the U.S. Data Security department of Tik Tok 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 Tik Tok 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.

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.

• 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 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.

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).

Tik Tok 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 Tik Tok 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…