Payment Customer Support Specialist - USDS
TikTok.com
Office
Seattle, Washington, United States
Full Time
Team Intro:
The Global Payment team of U.S. Data Security department of TikTok provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on - to ensure that users have a smooth and secure payment experience on TikTok platform. The team is also responsible for building data science and machine learning solutions to optimize our payment services leveraging large scale datasets and advanced algorithms. These solutions are key components for various business use cases, such as financial risk, payment compliance, marketing growth, and more.
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:
We are seeking an experienced and detail-oriented Payment Customer Support Specialist to oversee our specialized support operations. The ideal candidate will be a proactive problem-solver responsible for ensuring our buyers, merchants, and creators receive timely and effective resolutions for all payment-related issues. You will play a crucial role in managing our support queues, handling tough escalations, overseeing our offshore/BPO partner team, and turning customer feedback into actionable insights to improve our platform.
Key Responsibilities
- Queue Management: 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.
- Complex Escalations: 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.
- Defining Policies and SOPs: 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.
- Resource Management: 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.
- Performance Management: 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.
- Reporting & Analytics: Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across our e-commerce, LIVE, and creator business lines.
- Customer Insights: Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.
The Global Payment team of U.S. Data Security department of TikTok provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on - to ensure that users have a smooth and secure payment experience on TikTok platform. The team is also responsible for building data science and machine learning solutions to optimize our payment services leveraging large scale datasets and advanced algorithms. These solutions are key components for various business use cases, such as financial risk, payment compliance, marketing growth, and more.
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:
We are seeking an experienced and detail-oriented Payment Customer Support Specialist to oversee our specialized support operations. The ideal candidate will be a proactive problem-solver responsible for ensuring our buyers, merchants, and creators receive timely and effective resolutions for all payment-related issues. You will play a crucial role in managing our support queues, handling tough escalations, overseeing our offshore/BPO partner team, and turning customer feedback into actionable insights to improve our platform.
Key Responsibilities
- Queue Management: 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.
- Complex Escalations: 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.
- Defining Policies and SOPs: 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.
- Resource Management: 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.
- Performance Management: 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.
- Reporting & Analytics: Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across our e-commerce, LIVE, and creator business lines.
- Customer Insights: Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.