Customer Support Manager - USDS

Team Intro:
The Global Payment team of U.S. Data Security department of Tik Tok provides payment solutions — payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on — to ensure that users have a smooth and secure payment experience on the Tik Tok platform. The team also builds data science and machine learning solutions to optimize payment services using large scale datasets and advanced algorithms.

We are seeking an experienced and detail‑oriented Payment Customer Support Specialist to oversee our specialized support operations. The ideal candidate will be a proactive problem‑solver responsible for ensuring our buyers, merchants, and creators receive timely and effective resolutions for all payment‑related issues. You will play a crucial role in managing our support queues, handling tough escalations, overseeing our offshore/BPO partner team, and turning customer feedback into actionable insights to improve our platform.

• Queue Management:
  Actively monitor and manage incoming support ticket queues from various channels, including in‑app escalations and IM chat, to ensure prompt responses. Achieving resolution within defined SLAs is a critical measurement of success.
• Complex Escalations:
  Serve as the primary point of contact for complex payment‑related issues escalated by the support team, providing expert resolution. Work closely with cross‑functional partner teams to unblock issues and find solutions.
• Defining Policies and SOPs:
  Build and leverage payment policies, protocols and SOPs to create workflows and resolve issues, advising based on compliant company practices and best payment solutions.
• Resource Management:
  Manage the day‑to‑day performance of our BPO/offshore support team, providing guidance, training, and quality assurance to meet our standards.
• Performance Management:
  Track and report on key performance indicators (KPIs) and SLAs for the overall function including the offshore partner team, conducting regular performance reviews and implementing improvement plans as needed.
• Reporting & Analytics:
  Analyze customer support data to report on trends, ticket volume, resolution times, and team efficiency across our e‑commerce, LIVE, and creator business lines.
• Customer Insights:
  Synthesize findings from escalated tickets to identify patterns and gather valuable customer insights, collaborating with product and payment teams to address root causes.

• Proven experience in a customer support role, with a focus on payments, e‑commerce, or financial technology.
• Experience handling high volumes of tickets/escalations for critical periods like campaigns, holidays and events.
• Demonstrated experience leading a team or managing vendor/BPO relationships.
• Skilled at handling complex customer escalations with empathy and efficiency.
• Experience with ticketing systems (e.g., Zendesk, Jira) and customer support analytics tools.

• Strong analytical skills with the ability to interpret data, generate reports, and identify trends.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast‑paced environment, managing support for multiple business lines and user types (buyers, merchants, creators).

The base salary range for this position in the selected city is $88,000 – $202,667 annually. 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, a 401(k) savings plan with company match, paid parental leave, short‑term and long‑term disability coverage, life insurance, wellbeing benefits, among others. Employees…