User Operations Specialist, Mountain View

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, Mumbai, Singapore, Jakarta, Seoul and Tokyo.

Our Platform User Operations (PUO) Team is responsible for providing instant troubleshooting and consulting services to internal platform users. This position is mainly responsible for: receiving and resolving user queries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and providing top-quality user experiences.

1. Respond to user queries in a timely and accurate manner following PUO Workflow SOPs via internal platform and IM chat.
2. Identify user needs, quickly troubleshoot the technical issues, provide solutions directly to users by using internal Troubleshooting SOPs or following internal process to escalate.
3. Follow up with internal teams and users to ensure that reported technical issues are resolved.
4. Report platform malfunctions.
5. Partner with engineering teams and associates on product optimizations.
6. Update the team dashboard with synced information and useful tips from team discussions.
7. Assist and support other user feedback projects.
1. Technical support or User/Product Operations related experience in the internet industry.
2. A thorough understanding of mobile-video products.
3. Bachelor's degree, with 1-3 years of work experience.
4. Quick learner with analytical skills.
5. Excellent communication and problem-solving skills.
6. The ability to multi-task and work under pressure.
7. Self-driven, with a strong sense of ownership.
8. Being bilingual will be an added advantage.
9. Flexibility to work early morning and/or late evening and/or weekend shift as needed due to time zone differences.
10. Flexibility and willingness to support various projects as needed.

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 believe individuals shouldn't be disadvantaged because of their background or identity, but instead should be considered based on their strengths and experience. We are passionate about this and hope you are too. TikTok is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to us at wenru.chen@tiktok.com.