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.

About Our Team
The Customer Service Platform (CSP) is a team that integrate the product technology resources of the company's internal customer service system. Our mission is to provide users with efficient self-service solutions and provide agents with convenient tools so as to improve customer service experience.

Responsibilities:
- Familiar with E-Commerce customer service industry, understand US buyer, seller and front-line staff's habits and demands in customer service
- Conduct local user research and usability testing, communicate with upstream/downstream teams to collect business information and feedbacks
- Responsible for US localization function iteration, take fully consideration of users' privacy, sensitive data and business security, output product solutions, collaborate with other teams to implement projects
- Formulate localized product planning, help team to make the right localized decision
- Provide help or directly participate in general platform product construction
- Promptly response, distribute and follow-up of on-call problems, sensitive of US user's pain point, responsible for the final result
- Establish communication and cooperation mechanism between the local business team and Customer Service Product team, including product requirements management, information integration and transmission

Qualifications

Qualifications
- Bachelor degree or above
- 4+ years as a product manager, relevant experience in customer service filed
- Experience working with global/large complex organization and cross-functional environment
- Keen sense of empathy and insight, be able to have a deep insight into the needs of local users
- Good at product designing and logical thinking, has abstract thinking ability to output general solutions
- High problem solving and priority skills
- Proactive in action, strong ownership, take responsibility and deliver results, work well under high pressure
- Excellent skills in communicating for cross-border, cross-roles, cross-functional collaboration
- Excellent written and oral English communication skills
- Experience in E-Commerce 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 pdi.accommodations@tiktok.com.