Creator Support Specialist, Customer Support

About the team
The Creator Support Team at Tik Tok is at the heart of our commitment to empowering creators globally. Our mission is to ensure that every creator feels safe, supported, and valued throughout their Tik Tok journey. By providing a seamless and personalized support experience, we enable creators to focus on what they do best—creating content that resonates with audiences worldwide. We understand that our creators are at the heart of the Tik Tok community, and we are committed to supporting their safety and success in every interaction.

About the role
As a Creator Support Specialist, you will play a key role in delivering outstanding white-glove service to Tik Tok creators. You will manage a range of creator inquiries and issues, offering personalized support, guiding creators through platform features, and ensuring a smooth, top-tier experience. Representing the voice of Tik Tok, you will handle creator inquiries across various channels, including email, ticketing systems, in-app messages, and live chat, with a strong emphasis on efficient, first-touch issue resolution.
In this dynamic role, you will not only address general support queries but also take the lead in handling safety-related concerns, ensuring that creators can engage with Tik Tok confidently and securely. You will collaborate with cross-functional teams to address complex challenges, gather essential information, and engage with creator partners to deliver precise and effective solutions. By leveraging proprietary tools and following standard operating procedures (SOPs), you will deliver consistent, thoughtful solutions and uphold Tik Tok’s highest standards of service. You will be at the forefront of shaping the creator experience, working within a team that is dedicated to offering top-tier service and maintaining a safe, engaging, and collaborative environment for creators everywhere. Success will be determined by productivity, quality, and resolution-based metrics.

Responsibilities:

• Respond efficiently, accurately and with compassion to users who reach out to Tik Tok for help.
• Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
• Contribute to strategic growth initiatives and special projects as needed.
• Collaborate with cross functional teams to ensure we are providing the best user experience through escalating issues, developing solutions and processes, etc.

Requirements:

• Minimum Qualifications

• Professional working proficiency in English, both written and spoken

• Minimum 1 year of experience in a user support or customer service role

• Experience providing exceptional customer service through email and other written channels

• Strong multitasking and time-management skills, with the ability to manage concurrent requests from multiple sources

• Strong written communication and decision-making skills

• Proficiency with computers and CRM software, with strong typing skills

• Willing and able to work a permanent night shift from 10:00 PM to 7:00 AM

• Preferred Qualifications

• Literacy of internet culture and user behavior on social media