Technical Ads Support Specialist (TPS)

TikTok

4.5

(6)

London, United Kingdom

Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
  • #A172201

    Position summary

    O) 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.

    TikTok seeks a technical ads support specialist to provide both pre and post-sales implementation and advertising support to Tiktok's top advertisers. Sitting within the Monetization Product Operations team, the role involves close collaboration with in-market sales and product teams within a high-growth environment. An ability to self-motivate, prioritize and influence partners are key skills. Candidates must have experience working with Digital Advertising, Signals & API products as well as hands-on experience implementing technology.

    Responsibilities:

    • Handle and resolve end to end pre and post-sales queries for TikTok Perofmance advertising, signal, measurement and platforms & API products, ability to work on case volumes across email or chat channels
    • Own and drive query resolution through collaboration with Product & Engineering groups to resolve all types of generic, technical or product queries
    • Conduct planning and scoping calls with internal Sales teams to align the scope of work and expectations for each client's needs
    • Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
    • Adhere to service levels across channels and achieve best in class productivity, impact and resolution times for end customer
    • Manage escalations workflows with internal cross functional teams across Product teams
    • Partner with upstream technical specialists to educate advertisers on product features and common issue types
    • Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution
    • Develop as a subject matter expert across assigned product area and mentor fellow team members

    Qualifications

    • English business proficiency is a must for the role
    • BA/BS degree in Computer Science or similar technical field of study, or equivalent practical experience
    • 4+ years of Technical Customer support or Operations, in-region (where role is based)
    • Preferred experience in a Contact Centre/Service program for any Advertising Tech company
    • Prior Customer Support experience within an in-house team is highly desirable
    • Fluent with social media products usage and basic understanding of the advertising industry
    • Experience resolving and communicating technical issues to both technical and non-technical audiences

    Preferred Qualifications:

    • Hands-on experience with ticketing software such as JIRA, Freshdesk, Zendesk etc
    • Experience working with and implementing mobile SDKs (iOS and Android)
    • Knowledge of Universal Links & App Links
    • Pre-Sales Technical experience, consulting, and advisory services for clients
    • Prior experience working with Mobile & Web analytical tools (Google Analytics, Firebase, Appsflyer, etc)
    • Prior experience working in the EMEA markets

    TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

    Why you should apply for a job to TikTok:

  • 4.5/5 in overall job satisfaction
  • 4.5/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 100% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
  • We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
  • Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.