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

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Responsibilities

About the Team:

PTE sits under the larger Tik Tok LIVE's umbrella and we aim to support LIVE's vision to build a safe and trusted platform, and a comfortable and joyful journey for creators and viewers to co-create, explore and connect.

PTE-Service excellence is a service agent team responsible for Tik Tok LIVE Backstage & App user feedback, TCN & VIP risk control 2nd moderation, internal escalation and Oncall support. The implementation and answer in accordance with the established SOP to ensure accuracy and compliance.

Together we can build an innovative, secure, and intuitive live traffic and ecosystem team for our users.

The Customer Service Excellence team provides world-class service and experience for customers and creators. The team seeks an astute Global Customer Service Representative, covering the Russian community market to help provide effective communication with customers, and can understand and solve their problems, in a friendly and professional manner. The successful applicant will come with a track record of resolving complex customer requests and providing assistance promptly.

• Roles & Responsibilities
• Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
• Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
• Promptly escalate critical/ high-risk cases to the appropriate authority.
• Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.
• Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
• Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
• Support ad-hoc projects and initiatives per business needs.

Qualifications

Minimum Qualifications:

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• BA/BS degree or equivalent practical experience.
• Proficiency in Russian and English is required to collaborate with global partners. These interactions include leading and participating in meetings that are conducted in Russian as well as corresponding in chat or emails.
• Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualifications:

• Experienced working for live-streaming / user-generated content platforms is a plus.
• Works comfortably with Microsoft Word and Excel.

Client-provided location(s): London, United Kingdom

Job ID: Tik Tok-7441092639733303560

Employment Type: OTHER

Posted: 2026-01-05T20:05:09
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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

Hear directly from employees about what it is like to work at Tik Tok.

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