User Support Partner Job Vacancy in TikTok Culver City, CA – Latest Jobs in Culver City, CA – updated today

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Company Name : TikTok
Location : Culver City, CA
Position : User Support Partner

Job Description : 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.

About the Team
The User Operations arm of TikTok’s User and Product Operations team helps ensure we’re delivering on this mission through all of our user-facing communication efforts.

The User Support Partner Trainer will report to the User Support Partner Manager 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 a guru in your current user support role, and are interested in continuing your career in the world of support and learning development. You like moving quickly, and you believe in the power of TikTok. You are a user support contact center savvy individual with a focus on the understanding of the unique user experience and making a support team successful.

Responsibilities

Design and develop training and learning materials for the global user support team
Design, develop, and facilitate all onboarding and ongoing training sessions for the global user support team
Evaluate team performance alongside the quality assurance team to identify training opportunities and gaps
Stay up to date on the latest user support policies and educate the support team consistently so that we’re always offering the most comprehensive support possible
Gather, analyze, and present data to user support leadership (a) understand and improve upon the team’s efficiency and quality of work (b) identify trends and iterate upon processes and/or escalate product feedback.
Collaborate with cross functional teams and external vendors to ensure a safe, consistent, and ever-improving experience for our users.

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 establish proactive processes to handle known and unknown changes and consistently iterate upon existing systems.
Experienced learning and development expert. You use data and feedback to determine training plans, materials, and implementation to ensure a group of diverse team members can learn from it.
You motivate and inspire a diverse team. You achieve results with speed without sacrificing quality. You know how to create a sense of urgency and excitement. You work alongside the team, modeling ideal behavior.
Extraordinary communicator. You’re an expert at concise and empathetic communications tailored to your audience. Effective written communication is your superpower. You’re seasoned in communicating user feedback and needs to cross functional 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 training experience
Expert use of CRM software, Zendesk, Google Sheets/Excel
Strong analytical skills, attention to details, highly self-driven and results-oriented
Excellent presentation, facilitation and classroom delivery skills
Experience working with international partners in different time zones is a plus
Experience building a training program team from the ground up 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 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.

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