Apply on Employer Site

TikTok · 13 hours ago

Payment Customer Support Specialist - USDS

San Jose, CA

Full-time

Onsite

Mid, Senior Level

$88K/yr - $151K/yr

TikTok is the leading destination for short-form mobile video. They are seeking an experienced Payment Customer Support Specialist to oversee specialized support operations, ensuring timely and effective resolutions for payment-related issues.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

H1B Sponsor Likely

Responsibilities

Actively monitor and manage incoming support ticket queues from various channels, including in-app escalations and IM chat, to ensure prompt responses. Achieving resolution within defined SLAs is a critical measurement of success and an important component of this role's responsibilities

Serve as the primary point of contact for complex payment-related issues escalated by the support team, providing expert resolution. Work closely with cross-functional partner teams to unblock issues and find solutions

Build and leverage payment policies, protocols and SOPs to build work flows and resolve issues, advising based on compliant company practices and best payment solutions

Manage the day-to-day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet our standards. Troubleshoot issues ranging from system access, data/technical bugs, risk-related payment blocks, etc

Track and report on key performance indicators (KPIs) and SLAs for overall function including the offshore partner team, conducting regular performance reviews and implementing improvement plans as needed

Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across our e-commerce, LIVE, and creator business lines

Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes

Qualification

Customer support experiencePayments expertiseTeam leadershipTicketing systemsAnalytical skillsEmpathyCommunication skillsInterpersonal skillsProblem-solving

Required

Proven experience in a customer support role, with a focus on payments, e-commerce, or financial technology

Experience handling high volumes of tickets/escalations for critical periods like campaigns, holidays and events

Demonstrated experience leading a team or managing vendor/BPO relationships

Skilled at handling complex customer escalations with empathy and efficiency

Experience with ticketing systems (e.g., Zendesk, Jira) and customer support analytics tools

Preferred

Strong analytical skills with the ability to interpret data, generate reports, and identify trends

Excellent communication and interpersonal skills

Ability to thrive in a fast-paced environment, managing support for multiple business lines and user types (buyers, merchants, creators)

Benefits

Medical, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Short-term and long-term disability coverage

Life insurance

Wellbeing benefits

10 paid holidays per year

10 paid sick days per year

17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure)

Company

TikTok

Glassdoor3.4

TikTok is a short-form video entertainment app and social network platform. It is a sub-organization of ByteDance.

Founded in 2003

Los Angeles, California, USA

10001+ employees

https://www.tiktok.com

H1B Sponsorship

TikTok has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (979)

2024 (601)

2023 (387)

2022 (322)

2021 (133)

2020 (72)