Customer Service Operations Specialist, CapCut - USDS

Team Intro:

CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments.



In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.



Responsibilities

- Responsible for the development and optimization of customer service operations for products like CapCut - formulate service standards, empower and drive the customer service team to complete service delivery with high standards.

- Analyze and optimize various customer service quality indicators in a data-driven manner, clearly understand the achievement paths of each indicator, drive relevant parties to conduct optimizations, and be responsible for service quality.

- Clearly understand the inter-relationships among various customer service efficiency indicators, disassemble the optimization paths of various efficiency indicators in a data-driven way, start with means such as product optimization, personnel management and process optimization, continuously optimize service efficiency and be responsible for service efficiency.

- Analyze the reasons why users contact customer service, start with user feedback to analyze the means of optimizing user experience, continuously empower the experience team and optimize the overall user experience.