IT Support Process Engineer
4 days ago
About the Team:
TikTok's Customer Support team is committed to delivering exceptional support to users and creators. As a Support Process Engineer, you will play a key role in shaping policies and processes that enhance the user and creator experience.
You will be responsible for designing and implementing user-centric policies and workflow guidelines, developing Standard Operations Processes (SOPs) that improve platform experience, and driving transformational projects focused on knowledge management and operational improvements.
With a focus on safety, process, and system improvement, you will partner with senior cross-functional leaders to build industry-leading customer support capability, improve product launch readiness, and identify impactful tooling and automation requirements.
Key Responsibilities:
- Develop customer-focused policies and solutions in a tech organization
- Influence customer support operations with a focus on safety, process, and system improvement
- Manage CSAT and service-level agreements (SLAs), inclusive of quality and handling time
- Work within policy and regulatory domains
- Project/program management, process optimization, and operations management
Requirements:
- Bachelor's degree in Business, Economics, or related field and/or equivalent practical experience
- 5+ years experience in customer service and support role
- Ability to work both independently and as part of a complex matrix organisation
- Ability to prioritize and deliver within tight deadlines
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