Technical Product Specialist - Monetization Product Operation - Japan

As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we're expanding to more hubs.

As a Technical Product Specialist, you will balance customer service with technical know-how as you specialize in one of our monetization product pillars and use your expertise to assist businesses with product issues. Success in this role will require a passion for working collaboratively with a variety of stakeholders, from external clients to internal Product, Engineering and Sales teams.

Responsibilities:
- Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product specific queries
- Handle and resolve end to end post-sales queries for TikTok advertising products primarily focused on Measurement (Signals) & Ads Performance
- Promptly manage incoming customer inquiries using TikTok's ticketing platform, providing troubleshooting support and advice that is timely, professional, friendly, and accurate.
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer
- Gain & maintain a detailed understanding of TikTok's ads product, both from a business use case perspective and a technical perspective.
- Partner with upstream technical specialists to gain product and troubleshooting knowledge
- Manage escalations from junior agents and help them to resolve any technical customer issues
- Develop as a subject matter expert across assigned product area and mentor fellow team members