Payment Customer Success Operations - USDS

Team Intro:

Are you passionate about optimizing payment operations and possess a strong background in payment processing? We're looking for a dedicated individual to join our TikTok Payment Customer Success Operations team, where you'll focus on delivering operational excellence across our global payment platforms. As a key member of our Payment Customer Success Operations team, your specialized knowledge in payment processes will be pivotal. You'll be instrumental in managing daily operations, resolving payment-related challenges, and ensuring a streamlined, efficient experience for our valued partners and customers



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:

Payment Service Delivery Management:

- Oversee the end-to-end payment service delivery lifecycle, ensuring timely and accurate transaction processing for partners and customers.

- Monitor service level agreements (SLAs) for payment services, identifying areas for improvement and implementing strategies to enhance delivery efficiency and reliability.

- Collaborate with internal operations and technical teams to streamline payment processes and ensure a high quality of service.



Payment Experience Operations:

- Develop and implement strategies to optimize the payment experience for all TikTok users and partners, ensuring a user-friendly and intuitive journey.

- Gather and analyze customer and partner feedback regarding payment processes, translating insights into actionable improvements.

- Act as the primary point of contact for escalated payment experience issues, ensuring a positive and supportive interaction.

- Work with product and UX teams to advocate for customer-centric payment solutions and features.

Payment Resolution Operations:

- Lead the management and resolution of payment-related incidents, inquiries, and disputes, minimizing disruption and ensuring swift, satisfactory outcomes for users and partners.

- Develop and maintain standard operating procedures (SOPs) for payment issue resolution, ensuring consistency and quality in handling.

- Conduct thorough research and troubleshooting of payment issues, collaborating with cross-functional teams (e.g., engineering, finance, legal) to resolve complex cases.

- Analyze trends in payment issues to identify root causes and implement preventative measures.



Stakeholder & Partner Management:

- Foster and maintain strong relationships with internal stakeholders and external payment partners to ensure smooth operations and collaborative problem-solving.

- Communicate effectively with partners and customers regarding payment policies, changes, and issue resolutions.



Compliance & Risk Mitigation:

- Ensure all customer-facing payment support processes and resolutions align with relevant regulations and industry standards.

- Assist in managing payment audit and risk processes, particularly as they pertain to customer interactions and dispute resolution.

Reporting & Continuous Improvement:

- Analyze payment customer success metrics, extract insights, and recommend data-driven actions to enhance service delivery and customer satisfaction.

- Identify opportunities for automation and efficiency in payment customer success operations to reduce manual effort and improve response times.

- Contribute to strategic initiatives related to improving the overall payment ecosystem from a customer success perspective.