Customer Support Specialist (User Support)

As a member of our growing Customer Support team at ByteDance, you will play a crucial role in handling user feedback and safety inquiries, managing various user issues, and ensuring top-quality user experience. Your responsibilities will include delivering exceptional support to users, responding to escalated inquiries with precision and speed, collaborating with different teams, and being the ultimate escalation point for users. Additionally, you will identify users" needs, advocate for users, and work towards enhancing the overall user experience on our platform. You will be expected to identify and report patterns, propose solutions to prevent recurring issues, escalate risky matters to relevant teams promptly, and conduct initial triage and fact identification. Proficiency in written and verbal English communication, problem-solving skills, attention to detail, and experience with customer service platforms are essential qualifications for this role. Moreover, familiarity with CRM tools, a track record of resolving complex customer issues, and the ability to work in a KPI-driven environment are preferred qualifications. ByteDance, founded in 2012, aims to inspire creativity and enrich life through its diverse range of products and platforms such as TikTok, Lemon8, CapCut, and more. Joining ByteDance means being part of a global team that values creativity, diversity, and continuous improvement. As a ByteDancer, you will have the opportunity to work with great people, lead with curiosity, make impactful contributions, and embrace an "Always Day 1" mindset. ByteDance is committed to fostering diversity and inclusion in the workplace, celebrating unique perspectives and creating an environment that reflects the diverse communities it serves. Trust and safety are paramount at ByteDance, and we recognize the challenges and responsibilities involved in ensuring a safe platform for our users. We prioritize the wellbeing of our employees by providing comprehensive programs to support their physical and mental health throughout their journey with us. Our commitment to wellbeing is a collaborative effort involving employees and various functions within the organization to ensure a holistic and innovative approach.,