User Support Associate, Spanish - Trust & Safety - Los Angeles

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, we provide friendly, on-brand resolutions 7 days/week.



The Associate will play a direct role in helping to establish TikTok as our users’ favorite daily experience through processing user requests through email and ticketing systems. They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions. Success will be determined by productivity, quality, and resolution-based metrics.



We're looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate. A high level of familiarity with the TikTok user experience is a plus. This role requires someone that is fluent in English and Spanish to effectively support the Spanish market.



Responsibilities:

- Respond efficiently, accurately, and with compassion to users who reach out to TikTok for help;

- Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes;

- Contribute to strategic growth initiatives and special projects as needed;

- Collaborate with cross-functional teams to ensure we provide the best user experience through escalating issues, developing solutions and processes, etc;