About Company
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. We have a global presence with offices in major cities worldwide, fostering a diverse, inclusive, and innovative environment where every voice is heard and valued. We believe in empowering our users and our employees to express themselves, connect with others, and explore new possibilities. As a rapidly expanding global platform, we are committed to providing an exceptional user experience and building a community where everyone feels welcome. Join our dynamic team and be part of a company that is redefining entertainment and connection for billions worldwide, shaping the future of digital content.
Job Description
Are you passionate about helping others and thrive in a fast-paced, digital environment? TikTok is seeking a dedicated and enthusiastic Customer Experience Representative to join our growing team in Downtown Kansas City for immediate hiring. In this vital role, you will be the frontline of support for our diverse global user base, addressing inquiries, resolving issues, and ensuring a positive and seamless experience with the TikTok platform. Your primary goal will be to provide exceptional service, turning potential frustrations into opportunities for user delight and loyalty. This isn’t just a job; it’s a chance to be an integral part of a global phenomenon, directly impacting how millions interact with their favorite app daily. We are looking for individuals who possess excellent communication skills, a proactive problem-solving mindset, and a genuine desire to make a difference in our user community. You will handle a variety of user-facing communications across multiple channels, including chat, email, and potentially social media, providing timely, accurate, and empathetic assistance. If you’re ready to dive into a dynamic role, contribute to a vibrant community, and grow your career with a leading tech company, we encourage you to apply today and help us continue to inspire creativity and bring joy to the world.
Key Responsibilities
- Respond promptly and professionally to user inquiries via various channels (email, chat, social media) regarding account issues, technical problems, content guidelines, and general platform usage.
- Diagnose and resolve customer issues efficiently, escalating complex problems to specialized teams when necessary.
- Maintain a high level of customer satisfaction by providing accurate, empathetic, and personalized support.
- Educate users on TikTok features, policies, and best practices to enhance their platform experience.
- Document customer interactions and resolutions accurately in our CRM system.
- Identify trends in customer feedback and communicate insights to relevant teams to drive product and service improvements.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development to stay updated on product changes and support best practices.
- Collaborate with internal teams (e.g., Trust & Safety, Product, Engineering) to resolve user issues and improve overall service.
- Contribute to a positive and collaborative team environment.
Required Skills
- Minimum 1 year of experience in a customer service or customer support role.
- Excellent written and verbal communication skills in English.
- Strong problem-solving abilities and critical thinking skills.
- Proficiency in using CRM software and other customer support tools.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- High level of empathy and a patient, user-focused approach.
- Familiarity with the TikTok platform and short-form video content.
Preferred Qualifications
- Associate's or Bachelor's degree in Communications, Business, or a related field.
- Experience with social media platforms and digital content creation.
- Prior experience in a tech company or startup environment.
- Ability to speak multiple languages is a plus.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off (vacation, sick leave, holidays).
- 401(k) matching program.
- Opportunities for professional development and career growth.
- Vibrant and inclusive company culture.
- Employee assistance program.
- Access to exclusive TikTok events and content.
- Modern office space in Downtown Kansas City with amenities.
- Life and disability insurance.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your customer service experience and any relevant skills. We look forward to reviewing your application and potentially welcoming you to the TikTok team!