Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security ("USDS") is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

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.

Team Intro
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Help Center Content Analyst to manage the Help Center content and perform analysis and reporting on Help Center data to improve our self-service capability for customers.

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
Content Creation and Management:
- Develop and update FAQs and other help center content based on insights gained from data analysis and direction from the program team.
- Ensure that the help center content is accurate, up-to-date, and addresses the most common and critical issues faced by customers and sellers.
- Collaborate with the program team to create and maintain a content strategy that improves the overall help center experience.
- Monitor the performance of help center content, using metrics and feedback to continually refine and improve the information provided.

Data Analysis:
- Conduct detailed quantitative and qualitative analyses of help center interactions.
- Use data analysis tools to identify trends, patterns, and key issues in customer and seller interactions.
- Perform analysis to gauge customer and seller satisfaction and identify areas for improvement.

Reporting and Summarization:
- Develop comprehensive reports summarizing the findings from data analysis.
- Create clear, actionable insights and present them in an easy-to-understand format for the program team.
- Partner with Program Team, to identify root causes of recurring issues and provide data-backed recommendations for improvements.

Collaboration with Program Team:
- Work closely with the program team to understand their needs and objectives.
- Provide regular updates and presentations to the program team to ensure they are informed of the latest insights.
- Assist the program team in using the insights to drive cross-functional initiatives aimed at enhancing the help center experience.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience
- Over 2 years related work experience in E-commerce with a good understanding of the users' shopping experience
- Experience with data analysis
- Strong ownership, communication in handling projects
- Self-motivation to continuously achieve results
Preferred Qualifications
- Familiarity with Help Center and Self-Service

D&I Statement
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.

Accommodation Statement
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 https://shorturl.at/ktJP6

Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.