Creator Support Specialist - Trust and Safety, Customer Support

About the Creator Safety & Support Team:

Creators are the soul of Tik Tok - and our Creator Safety & Support Team ensures they feel safe, supported, and celebrated every step of the way. We deliver high-touch, personalized support that helps creators navigate the platform confidently and continue doing what they do best: sharing meaningful content with the world.
In this role, you’ll work with content of all types, including everyday creator inquiries and potentially sensitive safety-related material. You’ll be part of a team that takes pride in protecting our community while delivering exceptional creator-first service.

Role Overview:

This is a role for someone who thrives on fast-paced work, loves solving puzzles, and finds joy in helping creators feel heard and supported. As a Creator Support Specialist, you’ll be the frontline experience for Tik Tok’s creator community. This is a high-energy, multitasking-heavy role where you will toggle between multiple systems, manage live chats, emails, and tickets, and deliver fast, accurate, compassionate solutions.

Responsibilities:

• Deliver fast, accurate, and compassionate support to creators via chat, email, ticket queues, and in-app messages
• Navigate multiple dashboards, tools, workflows, and SOPs simultaneously
• Stay up-to-date on policy and product changes to provide real-time accurate guidance
• Collaborate with internal partners to escalate issues, create solutions, and improve creator experiences
• Contribute to ongoing projects that strengthen safety, efficiency, and community trust.
• Provide white-glove support to our high-value creators across multiple communication channels
• Master Tik Tok’s internal and external systems to diagnose issues quickly
• Navigate safety-related concerns with clarity, care, and confidentiality
• Collaborate with cross-functional partners to drive resolutions and elevate support processes
• Represent Tik Tok with empathy, patience, and a deep understanding of our creator experience

Requirements:

Minimum Qualifications:

• 2+ years experience in customer support or user-facing service role, ideally including chat support or written communication.
• Experience with CRM or CS software (Salesforce, Zendesk, Avaya, Intercom), and you pick up new ones fast.
• Excellent written communication skills in English, with a clear, professional, and concise writing style.
• Experience delivering exceptional customer service through email and chat, with a clear, professional, and empathetic communication style..
• Strong multitasking, prioritisation, problem-solving, and time-management skills across multiple tools and systems.
• User-first mindset with empathy, clear communication, attention to detail, and the ability to navigate complex processes.
• Adaptable and comfortable with ambiguity, with a collaborative, positive, and team-oriented approach.

Preferred Qualifications:

• Familiarity with internet culture, creator behavior, and social trends
• Experience supporting users in a digital or creator-focused environment