Creator Support Specialist - Trust and Safety, Customer Support

Creator Support Specialist - Trust and Safety, Customer Support

Location:

Employment Type:

Regular

Job Code:

A216326B

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About the Creator Safety & Support Team:

Creators are the soul of Tik Tok - and our Creator Safety & Support Team ensures they feel safe, supported, and celebrated every step of the way. We deliver high-touch, personalized support that helps creators navigate the platform confidently and continue doing what they do best: sharing meaningful content with the  this role, you’ll work with content of all types, including everyday creator inquiries and potentially sensitive safety-related material.

You’ll be part of a team that takes pride in protecting our community while delivering exceptional creator-first service.

Role Overview :

This is a role for someone who thrives on fast-paced work, loves solving puzzles, and finds joy in helping creators feel heard and supported. As a Creator Support Specialist, you’ll be the frontline experience for Tik Tok’s creator community. This is a high-energy, multitasking-heavy role where you will toggle between multiple systems, manage live chats, emails, and tickets, and deliver fast, accurate, compassionate solutions.

• Deliver fast, accurate, and compassionate support to creators via chat, email, ticket queues, and in-app messages
• Navigate multiple dashboards, tools, workflows, and SOPs simultaneously
• Stay up-to-date on policy and product changes to provide real-time accurate guidance
• Collaborate with internal partners to elevate issues, create solutions, and improve creator experiences
• Contribute to ongoing projects that strengthen safety, efficiency, and community trust.
• Provide white-glove support to our high-value creators across multiple communication channels
• Master Tik Tok’s internal and external systems to diagnose issues quickly
• Navigate safety-related concerns with clarity, care, and confidentiality
• Collaborate with cross-functional partners to drive resolutions and elevate support processes
• Represent Tik Tok with empathy, patience, and a deep understanding of our creator experience

• Minimum Qualifications:
  
  - 2+ years experience in customer support or user-facing service role, ideally including chat support or written communication.
• Experience with CRM or CS software (Salesforce, Zendesk, Avaya, Intercom), and you pick up new ones fast.
• Excellent written communication skills in English, with a clear, professional, and concise writing style.
• Experience delivering exceptional customer service through email and chat, with a clear, professional, and empathetic communication style..
• Strong multitasking, prioritisation, problem-solving, and time-management skills across multiple tools and systems.
• User-first mindset with empathy, clear communication, attention to detail, and the ability to navigate complex processes.
• Adaptable and comfortable with ambiguity, with a collaborative, positive, and team-oriented approach.
• Preferred Qualifications:
  
  - Familiarity with internet culture, creator behavior, and social trends
• Experience supporting users in a digital or creator-focused environment

The hourly rate range for this position in the selected city is $21.92- $30.85.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance,…