Customer Support Specialist

Job Summary

Owning the support queue for a diverse range of customer inquiries, the full-time Customer Support Specialist will resolve issues through in-app chat and VIP client channels while educating customers on platform features and collaborating with engineering to address bugs, all in a remote environment.

Key responsibilities

• Manage first responses across multiple channels, achieving a 1-minute response time on weekdays and approximately 30 minutes on weekends for 100 to 150 tickets weekly
• Troubleshoot and resolve product issues independently, ensuring a clean support queue with timely follow-ups and daily cleanups
• Educate customers on features, maintain help-center articles, and capture feedback for product improvements and feature requests

Required qualifications

• Minimum of 2 years in customer support or a client-facing role, preferably in a SaaS environment
• Familiarity with TikTok Shop and its affiliate ecosystem, with a willingness to learn quickly
• Strong writing skills for effective communication and customer de-escalation
• Technical proficiency to reproduce issues and create detailed bug reports for engineering teams
• Ability to work US or EU-overlap hours with some weekend availability