Creator Support Associate - Customer Support, Trust & Safety

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.

As a Creator Support Associate, 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 creator 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 supportive 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

• Fluent English is required as it the working language.

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

• Experience providing exceptional customer service via email/written channels

• Strong multi-tasking skills (you can juggle requests coming in 3 different places no problem)

• Strong written communication skills

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

• First-class time management and decision-making skills

• Preferred Qualifications

• Literacy of internet culture and user behavior on social media