Team Intro: Are you passionate about optimizing payment operations and possess a strong background in payment processing? We're looking for a dedicated individual to join our TikTok Payment Customer Success Operations team, where you'll focus on delivering operational excellence across our global payment platforms. As a key member of our Payment Customer Success Operations team, your specialized knowledge in payment processes will be pivotal. You'll be instrumental in managing daily operations, resolving payment-related challenges, and ensuring a streamlined, efficient experience for our valued partners and customers In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities: Payment Service Delivery Management: - Oversee the end-to-end payment service delivery lifecycle, ensuring timely and accurate transaction processing for partners and customers. - Monitor service level agreements (SLAs) for payment services, identifying areas for improvement and implementing strategies to enhance delivery efficiency and reliability. - Collaborate with internal operations and technical teams to streamline payment processes and ensure a high quality of service. Payment Experience Operations: - Develop and implement strategies to optimize the payment experience for all TikTok users and partners, ensuring a user-friendly and intuitive journey. - Gather and analyze customer and partner feedback regarding payment processes, translating insights into actionable improvements. - Act as the primary point of contact for escalated payment experience issues, ensuring a positive and supportive interaction. - Work with product and UX teams to advocate for customer-centric payment solutions and features. Payment Resolution Operations: - Lead the management and resolution of payment-related incidents, inquiries, and disputes, minimizing disruption and ensuring swift, satisfactory outcomes for users and partners. - Develop and maintain standard operating procedures (SOPs) for payment issue resolution, ensuring consistency and quality in handling. - Conduct thorough research and troubleshooting of payment issues, collaborating with cross-functional teams (e.g., engineering, finance, legal) to resolve complex cases. - Analyze trends in payment issues to identify root causes and implement preventative measures. Stakeholder & Partner Management: - Foster and maintain strong relationships with internal stakeholders and external payment partners to ensure smooth operations and collaborative problem-solving. - Communicate effectively with partners and customers regarding payment policies, changes, and issue resolutions. Compliance & Risk Mitigation: - Ensure all customer-facing payment support processes and resolutions align with relevant regulations and industry standards. - Assist in managing payment audit and risk processes, particularly as they pertain to customer interactions and dispute resolution. Reporting & Continuous Improvement: - Analyze payment customer success metrics, extract insights, and recommend data-driven actions to enhance service delivery and customer satisfaction. - Identify opportunities for automation and efficiency in payment customer success operations to reduce manual effort and improve response times. - Contribute to strategic initiatives related to improving the overall payment ecosystem from a customer success perspective.
Minimum Qualifications: - A Bachelor's degree in Business Administration, Finance, Communications, or a related field, or equivalent work experience. - 3+ years of experience in payment operations, customer success, or service delivery roles, with in-depth knowledge of various payment methods, payment processing lifecycles, and customer support best practices. - Demonstrated experience in managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment is crucial. - Exceptional verbal and written communication skills, with a strong ability to empathize with customers and clearly articulate complex payment information to diverse audiences. Proven experience in de-escalation and managing sensitive customer conversations. - Strong analytical and problem-solving skills to understand and address complex payment-related customer issues, propose, and implement effective solutions that prioritize customer satisfaction. -Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions. Familiarity with payment gateways and processing systems. - Proven ability to collaborate effectively with cross-functional teams (including technical, product, and operational teams) to advocate for customer needs and drive resolutions. A genuine empathy for users and a passion for delivering outstanding customer experiences. Preferred Qualifications: - Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain. - Proficiency in data analysis tools (e.g., Tableau, SQL, Splunk, Kibana) to derive insights. -Demonstrated ability to think strategically about customer experience within the payments domain and contribute to the continuous improvement of payment customer success functions. - Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules) to ensure compliant and fair customer treatment.
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