Customer Support Associate - USDS

Responsibilities About the Team Our User Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, you will play a direct role in establishing TikTok as our users’ favorite daily experience by responding in a warm, empathetic, and on‑brand manner. This role requires a self‑motivated individual who is proficient in using various proprietary tools and Standard Operating Procedures (SOPs) to resolve a wide range of user issues with a focus on first‑touch issue resolution. Success will be determined by meeting or exceeding key metrics for productivity, quality, and user satisfaction. You will thrive in a fast‑paced, self‑led environment and possess a natural curiosity for investigating problems and identifying solutions. A high level of familiarity with the TikTok user experience is a plus. Key responsibilities: Respond efficiently and with compassion to user inquiries via email and a ticketing system, demonstrating strong customer service skills. Utilize a proficient working knowledge of internal tools and SOPs to accurately apply case type labels, troubleshoot issues, and provide comprehensive support. Identify and elevate new or common user issues in a timely manner, contributing to the development of solutions and processes. Consistently meet or exceed KPI goals for productivity, quality, and user satisfaction (CSAT). Effectively manage your time with a strong ability to multi‑task and maintain high‑quality work in a fast‑paced environment. Collaborate with cross‑functional teams to ensure the best user experience and align on shared goals. Who You Are User First: You have a deep sense of humility and empathy, placing the user’s experience above all else. You are dedicated to understanding our community’s needs and providing compassionate support in every interaction. Driven for Impact: You are not just a task‑doer; you are a proactive problem‑solver. You are motivated to exceed goals, identify inefficiencies, and contribute to larger projects that have a measurable impact on our operational success. Always Learning & Adapting: You thrive in a fast‑paced and ambiguous environment. You are quick to learn new tools and policies, embracing change as an opportunity to grow and improve your skills. Collaborative & Accountable: You are a dedicated team player who works seamlessly with peers and cross‑functional partners. You are highly accountable for your work, supporting your team members and demonstrating integrity in all your actions. Detail‑Oriented: You have a sharp eye for detail, ensuring accuracy in all your work, from following complex processes to spotting errors and contributing to their resolution. Qualifications Minimum Qualifications Minimum 1 year of experience in a user support or customer service role. Experience providing exceptional customer service via email/written channels. Proficiency with computers, CRM software, and strong typing skills. Strong written communication skills, with a clear and empathetic tone. Excellent time management, multitasking, and decision‑making skills. A basic analytical mindset, with the ability to understand and interpret user data to identify themes. High School Diploma or equivalent. Preferred Qualifications Your ability to work in a high‑tempo environment, adapt, respond to day‑to‑day challenges of the role. Your resilience and commitment to self‑care to manage the emotional demands of the role. Trust & Safety Content that this role interacts with includes images, video, and text related to everyday life, but it can also include (but is not limited to) bullying, hate speech, child safety, depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis. We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence‑based programs, to promote and support physical and mental wellbeing throughout each employee’s journey with us. USDS Reasonable Accommodation USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at #J-18808-Ljbffr