TikTok Hiring for Community User Operations Specialist Job at Dublin , Ireland Full Time

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Dublin, Paris, Berlin, Dubai, Mumbai, Singapore, Jakarta, Seoul, and Tokyo.

The Trust & Safety team at TikTok help ensure that our global community is safe and empowered to create and enjoy content across all of our apps, while protecting our brand.

Responsibilities

As part of our growing, global user operations team, you will spend most of your time interacting with our users. You are responsible for handling user feedback on short video applications, managing various user issues depending on account assignment, recommending solutions and guiding users through features and functionalities, and providing top-quality user experience.

This is an exciting opportunity to join a global operation, a rapidly expanding international team, and a unique chance to be one of the first members of the user operations team.

You will:

• Make sure we deliver an exceptional TikTok experience to users and help resolve issues that are escalated via different channels including technical inquiries, and work to prevent those issues from happening again.
• Respond to escalated user inquiries with high quality, accuracy and speed and collaborate with different teams, being the ultimate escalation point for users.
• Identify users’ needs and help them use specific features. Be an advocate for the users and develop ways to improve the overall user experience on the platform.
• Escalate risky issues to responsible teams in a timely way and follow up the whole process.
• Be dedicated to looking for solutions to problems and propose improvements if something could work better.
• Have an opportunity to learn how the user operations operate from the ground up and make a real impact on our TikTok community.
• Bachelor’s degree or demonstrable experience in customer services specialist / support role.
• 3- 5 years experience as a Customer Support Specialist or similar CS role.
• Fluency in English and a Second European Language preferred
• Excellent communication and problem-solving skills with great ability to multi-task, prioritize, and manage time effectively.
• Genuinely excited to help users. You are patient, empathetic, and passionately communicative.

Preferred

• Practical experience with CRM software and help desk software.

To be successful in this role, you should be an excellent communicator with exceptional customer service skills, a willingness to experiment, the ability to thrive in a dynamic, team-focused environment and a passion for helping others.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We believe individuals shouldn’t be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too.