Creator Network Client Support Specialist, TikTok LIVE

TikTok LIVE team's mission is to work hand-in-hand with creators & influencers, agencies, and partnership organizations to create an environment that brings communities together in real time to create meaningful and interactive connections around the globe.

We are seeking a proactive, detail-oriented Creator Network (CN) Client Support Specialist to design, implement, and manage our client support infrastructure for Creator Networks. In this role, you will establish and optimize a ticketing system for the CN team, collaborating closely with Creator Network Managers (CNMs) to ensure seamless operations and deliver an exceptional experience for both creators and Creator Networks.

Responsibilities:
-Build, implement, and continuously improve the CN ticketing system to streamline support workflows.
-Receive, track, and resolve inquiries, complaints, and requests from Creator Networks in a timely, professional manner.
-Collaborate with CNMs, central operations, and product teams to escalate and address complex issues.
-Monitor key service KPIs (e.g., response time, resolution time, satisfaction rate) and drive continuous improvement initiatives.
-Collect, analyze, and present feedback from Creator Networks to identify trends and recommend operational enhancements.
-Lead the transition of support functions from CNMs to the in-house CN support team.
-Develop and maintain a knowledge base/FAQ to improve self-service options for Creator Networks.