About Company
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. We have global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul, and Tokyo. As a global platform, we are committed to building a diverse and inclusive team that reflects the communities we serve. Our platform empowers creators and enriches lives by offering an authentic, entertaining, and diverse range of videos. We believe in fostering a positive and safe environment where everyone can express themselves and connect with others. We are a fast-paced, innovative company that values collaboration, impact, and user-centric solutions. Joining TikTok means being part of a team that is shaping the future of digital content and social interaction, impacting millions of users worldwide every single day.
Job Description
Are you passionate about community building and ensuring a positive user experience? Do you thrive in a dynamic, fast-paced environment where your problem-solving skills make a real difference? TikTok is seeking a dedicated and empathetic Community Support Associate to join our rapidly growing team. In this crucial role, you will be the front-line ambassador for our global community, providing exceptional support and ensuring a safe and enjoyable platform for all users.
This isn’t just a customer service role; it’s an opportunity to actively shape the TikTok experience. You will interact directly with our diverse user base, addressing their inquiries, resolving technical issues, and guiding them through our platform’s features and policies. We’re looking for someone who can not only solve problems efficiently but also communicate with clarity, empathy, and a genuine desire to help. If you’re a quick learner, an excellent communicator, and committed to upholding community guidelines while fostering a vibrant and positive environment, we encourage you to apply. This urgent hiring signifies our commitment to scaling our support capabilities to meet the demands of our ever-expanding user base and reinforce our dedication to community well-being.
Key Responsibilities
- Respond to user inquiries and resolve issues promptly and accurately via various channels (email, chat, etc.).
- Identify, investigate, and escalate complex technical or policy-related issues to relevant internal teams.
- Educate users on TikTok's features, functionalities, and community guidelines.
- Maintain high levels of customer satisfaction and quality in all interactions.
- Document user interactions and feedback to contribute to product and policy improvements.
- Stay up-to-date with new TikTok features, policies, and industry best practices.
- Collaborate with content moderation, trust and safety, and product teams to enhance user experience.
- Proactively identify trends in user feedback to inform support strategies.
Required Skills
- Excellent written and verbal communication skills in English.
- Strong problem-solving and critical thinking abilities.
- Ability to work independently and as part of a team in a remote setting.
- Proficiency in using helpdesk software and CRM systems.
- Exceptional empathy and patience when dealing with user concerns.
- Ability to adapt to new technologies and processes quickly.
- High school diploma or equivalent.
Preferred Qualifications
- Bachelor's degree in Communications, Marketing, or a related field.
- Fluency in additional languages (e.g., Spanish, French, German, Mandarin).
- Experience with online community management or social media moderation.
- Familiarity with TikTok platform and its features.
- Proven ability to handle challenging customer interactions gracefully.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) matching program.
- Opportunities for professional development and career growth.
- Employee assistance program for mental wellness.
- Access to internal training and development resources.
- Dynamic and inclusive remote work culture.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant experience in community support, customer service, and your passion for fostering positive online communities. We look forward to reviewing your application!