User Support Associate Bilingual, Turkish

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

Creation is the core of TikTok’s purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

Together, we inspire creativity and bring joy – a mission we all believe in and aim towards achieving every day.

To us, every challenge, no matter how difficult, 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 communities we serve.

Join us.

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.

The Associate will play a direct role in helping to establish TikTok as our users’ favorite daily experience through processing user requests through email and ticketing systems. They will be responsible for responding in a warm and on-brand manner with a focus on first-touch issue resolution. The Associate will become skilled at using various proprietary tools to resolve users’ issues and closely execute multiple standard operating procedures (SOPs) to appropriately handle various interactions. Success will be determined by productivity, quality, and resolution-based metrics.

We’re looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate. A high level of familiarity with the TikTok user experience is a plus.

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 provide 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 is.
• 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 spot errors and fix them quickly.
• 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.

Qualifications

• Fluent in English as English is the working language of the company. Proficient in speaking and writing in languages other than English, particularly Turkish would be important as this position supports that market and will be responsible for understanding user feedback that is highly contextual along with providing feedback and creating documentation in Turkish for various stakeholders in the region.
• Experience in a user support or customer service role.
• Experience providing exceptional customer service via email/written channels.

Preferred Qualifications:

• Strong written communication skills.
• Proficiency with computers, CRM software, and strong typing skills.
• First-class time management and decision-making skills.
• Literacy of internet culture and user behavior on social media preferred.

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.

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