Policy Specialist, Customer Support
4 days ago
Policy Specialist, Customer Support - Trust and Safety
Responsibilities
About the team
TikTok's Customer Support team's vision is to deliver industry-leading support for our users and creators to inspire creativity and bring joy. We are looking for an experienced results-oriented individual to join the team that is at the forefront of this mission. In this role, you will be focused on prioritizing, designing and launching policies, processes and workflow improvement programs that enhance TikTok's user and creator experience. You will be part of a global team, continuously assessing whether our policies and processes meet safety standards and are effective at delivering ambitious customer success goals. You will advocate for customers in critical product and operations forums and partner with cross-functional teams to drive transformational change.
Responsibilities:
Design user and creator centric policies and workflow guidelines
Develop, launch and measure Standard Operations Processes (SOPs) that improve user and creator platform experience
Drive transformational projects and programs focusing on knowledge management and operational improvements
Stay up to date on key policy updates and relevant regulations and embed these into the SOP and workflow designs to mitigate risk
Partner with senior cross-functional leaders to build industry-leading customer support capability, improve product launch readiness and identify most impactful tooling and automation requirements
Qualifications
Minimum Qualifications
Experience in developing customer-focused policies and solutions in a tech organization
Experience in influencing customer support operations with a focus on safety, process and system improvement
Experience in senior stakeholder management, influencing across all levels and cultures
Experience in managing CSAT and service-level agreements (SLAs), inclusive of quality and handling time
Experience working within policy and regulatory domain
Direct experience in project/program management, process optimisation and operations management
Preferred Qualifications
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 complex matrix organisation (eg Product, Engineering, Legal)
Ability to prioritize and deliver within tight deadlines
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform
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