Customer Service Operations Specialist

• USDS

3+ months ago• San Jose, CA

About Us

Tik Tok is the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy.
Size: 5001-10000 employees

Industry: Entertainment & Gaming, Social Media, Technology

Responsibilities:

Team Intro: Tik Tok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidiary of Tik Tok in the U.S.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:

• Responsible for the development and optimization of customer service operations for products - formulate service standards, empower and drive the customer service team to complete service delivery with high standards.
• Analyze and optimize various customer service quality indicators in a data-driven manner, clearly understand the achievement paths of each indicator, drive relevant parties to conduct optimizations, and be responsible for service quality.
• Clearly understand the inter-relationships among various customer service efficiency indicators, disassemble the optimization paths of various efficiency indicators in a data-driven way, start with means such as product optimization, personnel management and process optimization, continuously optimize service efficiency and be responsible for service efficiency.
• Analyze the reasons why users contact customer service, start with user feedback to analyze the means of optimizing user experience, continuously empower the experience team and optimize the overall user experience.

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Qualifications:

• Minimum Qualifications

• Advanced Proficiency in English and Chinese is required to effectively communicate and collaborate across regions.

• Minimum 2 years of relevant experience in customer service operations.

• Experience establishing standard operating procedures (SOPs) for customer service operations.

• Experience with data analysis with the ability to analyze and disassemble complex problems and formulate strategies, be able to think systematically and promote implementation.

• Experience collaborating with variety of stakeholders to promote the resolution of complex problems to achieve goals.

• Preferred Qualification

• Strong global collaboration experience.

Job InformationFor Pay Transparency Compensation Description (annually)

The base salary range for this position in the selected city is $88000 - $151112 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.

Client-provided location(s): San Jose, CA

Job ID: Tik Tok-7532351966728325394

Employment Type: OTHER

Posted: 2025-07-31T00:38:34
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Perks and Benefits

Health and Wellness

• Health Insurance
• Dental Insurance
• Vision Insurance
• HSA
• Life Insurance
• Fitness Subsidies
• Short-Term Disability
• Long-Term Disability
• On-Site Gym
• Mental Health Benefits
• Virtual Fitness Classes

Parental Benefits

• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Snacks
• Pet-friendly Office
• Happy Hours
• Some Meals Provided
• Company Outings
• On-Site Cafeteria
• Holiday Events

Vacation and Time Off

• Paid Vacation
• Paid Holidays
• Personal/Sick Days
• Leave of Absence

Financial and Retirement

• 401(K) With Company Matching
• Performance Bonus
• Company Equity

Professional Development

• Promote From Within
• Access to Online Courses
• Leadership Training Program
• Associate or Rotational Training Program
• Mentor Program

Diversity and Inclusion

• Diversity, Equity, and Inclusion Program
• Employee Resource Groups (ERG)

Company Videos

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