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 subsidiary 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.

About the Team
The Partner CSTs support partners and independent software vendors (ISVs) that integrate directly with Tiktok Shop.

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:
The Partner CST lead will manage a team of 4 Partner CSTS (2 based in Mountain View and 2 based in Seattle). This individual will define goals and OKRs for the CSTs to provide the best service for our partner integrations of TikTok Shop and continue to grow/scale the team in Seattle. This individual will work closely alongside the CSE team and BDE CST leader.

- Work together with key accounts and partners to define customers' specific requirements, and address technical issues. Improve problem solving efficiency and customer satisfaction.
- Proactively communicate with external and internal customers and partners, build sustainable professional relationships, deep dive into customers' issues, to finally solve all customers' road blockers in a timely manner.
- Collect common problems, identify root causes, work together with the Partner Product and Engineering teams to formulate and implement systematic solutions to solve common issues.
- Take ownership of ad-hoc technical issues. Work together with technical teams to quickly solve problems and ensure the best customer experience.
- Track and achieve daily problems, their solutions and impacts. Generate and optimize the best processes to solve customers' pain points.
- Lead a team of Partner API CST team members in helping customers and partners with technical and integration issues.
- Establish processes, define SLAs and SOPs. Drive higher team performance by mentoring team members and monitoring performance metrics.

Qualifications

Minimum Qualifications:
- Bachelor's degree or equivalent.
- Experience leading a team, including coaching and mentoring direct reports and hiring new joiners
- 3 years of experience in technical development or support experience.

Preferred Qualifications:
- Familiar with REST APIs and at least one client/server programming language such as: Java, Python, Javascript etc.
- Strong verbal and written communication skills with ability to work with internal/external stakeholders to solve complex technical problems.
- Technical development or support experience in e-commerce or customer integration products are 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.

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 usds.accommodations@tiktokusds.com

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.