Customer Experience Policy And Education Copywriter

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
Governance and Experience (GNE) is a global team striving to achieve full customer satisfaction, promote a sustainable sales environment, and provide the perfect purchase experience. The Experience Team is part of the GNE organization. Our mission is to deliver trustworthy and excellent experiences for every user of TikTok Shop. Our team is looking for a copywriter to effectively communicate information to customers, ensure compliance with policies and regulations, and contribute to a positive customer experience through well-written and informative content.
Responsibilities
- Responsible for creating customer-facing content across various platforms, such as websites, knowledge bases, FAQs, user guides, and product documentation. This includes writing clear, concise, and engaging content that effectively communicates information to customers.
- Responsible for drafting and updating company policies, and other documents. Strong understanding of legal and regulatory requirements, as well as the ability to translate complex information into easy-to-understand language for customers.
- Responsible for developing educational materials and resources to help customers understand product features, usage guidelines, troubleshooting steps, and other relevant information. Creating tutorials, how-to guides, and video scripts to assist customers in using products or services effectively.
- Ensure that all written materials comply with legal and regulatory requirements. Staying up to date with industry regulations, data protection laws, and any other relevant policies or guidelines. Work closely with XFN teams to review and revise content as needed.
- Collaborate with various teams, including product managers, customer support, marketing, and legal departments, to gather information and align content with the company's goals and messaging.
- Collecting and analyzing customer feedback to identify areas for improvement in content and policies. Conducting surveys, analyzing user behavior, and working closely with customer support teams to address common customer concerns or questions. Responsible for technical writing, and creating high-quality, user-centric policy content for customers, developing copy and narrative across all channels including seasonal product communication, help articles, FAQ content, etc.
Qualifications
- Four or more years of professional copywriting experience, with a solid portfolio of work
- Exceptional writing and research skills
- Ability to work independently or with a team to meet deadlines
- Excellent organizational skills and multitasking ability
- Bachelor’s degree (or equivalent) in journalism, English, communications, or related discipline
- Proofreading experience and familiarity with standard style guides
- Experience with content management systems
- Keen eye for detail and appreciation of great design
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]
Job Information:
【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $79800 - $130888 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees:

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.