User Support Quality + Training Specialist

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.
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. We're looking for a self-motivated team member to join our Los Angeles office.
The User Support QA Analyst/Trainer will report to the User Support Operations Manager and will support the entire team with the goal of providing TikTok users a superior experience. This is the role for you if you are deeply passionate about user support, are counted on as an organized and efficient leader in your current user support role, are a planner, work well under pressure, and are interested in continuing your career in the world of support. You like moving quickly, and you believe in the power of TikTok.
Responsibilities
- Develop and maintain the quality program for the global user support team through feedback.
- Evaluate front line team member performance on an ongoing basis and provide real-time coaching and feedback.
- Consistently monitor and present trends in quality scoring and propose resource updates to relevant stakeholders or project team members. Gather, analyze, and present data to identify trends and iterate upon processes and/or escalate product feedback.
- Develop and facilitate training related to onboarding, policy updates and product releases to enable the team to meet lofty goals quickly and effectively.
- Be a role model - passionate about collaboration and working with cross functional teams. Communicating comes easily to you, and your peers all find you approachable.
- Stay up to date on the latest user support policies and monitor for resource updates consistently, so that we're always offering the most comprehensive support possible.
Qualifications
Who You Are
- User first. You cannot imagine a world in which you're not working in a user support function. You prioritize the user in everything you do. You consistently immerse yourself in the user experience.
- Cool, calm, and organized. You're a systems thinker with a track record of managing multiple complex initiatives concurrently. You thrive in a fast-paced environment and constant change energizes you. You provide proactive feedback on processes to handle known and unknown changes and consistently iterate upon existing systems.
- You're a motivated self starter. You achieve results with speed without sacrificing quality. You're able to be a self starter and make your own discoveries. You know how to create a sense of urgency and excitement.
- Analytical and forward thinking. You analyze requests and needs in order to identify opportunities to improve processes and policies. Your feedback gets attention, and you work closely with Operations to create a trusting relationship to partner on and implement initiatives.
- Extraordinary communicator. You're an expert at concise and empathetic communications tailored to your audience. You're seasoned in communicating feedback and needs to all stakeholders. You are proactive and solution oriented.
Qualifications
- Bachelor's degree or equivalent work experience
- 4+ years experience in a user focused customer service function with 2+ years of leadership, quality analysis, or training experience
- Working knowledge of CRM software, Google Sheets/Exce, and familiarity with project management software
- Strong analytical skills, attention to details, highly self-driven and results-oriented
- Excellent communication and presentation skills
- Proven ability to solve problems creatively, completing projects according to an outlined scope and timeline
- Six Sigma and/or COPC certification(s) is a plus

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.