User Support Associate Bilingual, French

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.



Why Join Us

Creation is the core of TikTok's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact-for ourselves, our company, and the users we serve. Join us.



Team Introduction

Building a world where people can safely discover, create and connect. The Trust & Safety (T&S) team at TikTok helps ensure that our global online community is safe and empowered to create and enjoy content across all of our applications. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.



Content that User Support Associate interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals.



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 are providing the best user experience through escalating issues, developing solutions and processes, etc.



Who You Are

- User first. You're obsessed with providing a first class experience to TikTok users. You put yourself in the shoes of our users to understand their experience and provide empathetic support. You're naturally patient and your last user support response of the day is always as supportive as your first. You communicate clearly and empathetically, no matter how tense a situation might be.

- Cool and calm. You like moving fast and change energizes you. You're able to quickly adapt to using a new process or tool from day to day.

- Tool proficient. You have experience with backend user support tools (examples: Zendesk, Sprinklr, HubSpot, etc) and can quickly learn how to use new tools.

- Detail oriented. You follow complicated processes better than anyone you know. You're able to quickly spot errors and fix them.

- Team player. You ask for help when you need it. You support your peers when they ask for help. You're the first to raise your hand to try out a new process and provide feedback. You bring a positive attitude, no matter the situation, and are solution oriented.

- English & French Language-proficient: You have strong language skills and can write clear, concise, and professional messages with ease. You’re able to respond quickly and accurately, ensuring high-quality communication even in a fast-paced, high-volume environment.

- Multitasker: You thrive in a dynamic environment, easily managing messages across multiple communication channels. You adapt quickly between tasks and excel at organizing your work, maintaining a smooth and efficient workflow.