Global Customer Service Representative, Spanish Speaking

Tik Tok LIVE - Global Customer Service Representative, Spanish Speaking

About the Team: PTE sits under the larger Tik Tok LIVE’s umbrella and we aim to support LIVE’s vision to build a safe and trusted platform, and a comfortable and joyful journey for creators and viewers to co-create, explore, and connect.

PTE-Service excellence is a service agent team responsible for Tik Tok LIVE Backstage & App user feedback, TCN & VIP risk control 2nd moderation, internal escalation, and on‑call support. The implementation and answer are in accordance with the established SOP to ensure accuracy and compliance.

• Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
• Identify the root causes of escalated issues and provide appropriate resolutions; summarize the Q&A and log the information in the knowledge‑management tool.
• Promptly escallate critical/high‑risk cases to the appropriate authority.
• Coordinate with other teams/departments to resolve customer issues, follow up, and ensure close‑loop of all escalations.
• Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
• Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
• Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
• Support ad‑hoc projects and initiatives per business needs.

Minimum Qualifications:

• BA/BS degree or equivalent practical experience.
• Proficiency in Spanish and English is required to collaborate with global partners.
• Requires a minimum of 2 years' experience in a customer service environment.

Preferred Qualifications:

• Experience working for live‑streaming or user‑generated‑content platforms is a plus.
• Comfortable working with Microsoft Word and Excel.

Tik Tok is the leading destination for short‑form mobile video. At Tik Tok, our mission is to inspire creativity and bring joy. Tik Tok’s global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Inspiring creativity is at the core of Tik Tok’s mission. Our innovative product is built to help people authentically express themselves, discover and connect, and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity, and bring joy – a mission we work toward every day. We strive to do great things with great people, leading with curiosity, humility, and a desire to make an impact in a rapidly growing tech company.

Every challenge is an opportunity to learn and innovate as one team. We are resilient and embrace challenges as they come. By constantly iterating and fostering an “Always Day 1” mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless.

Tik Tok 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 Tik Tok, 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.