User Specialist, Customer Support

ByteDance
Gurugram
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Root cause analysis","Attention to detail","Prioritization","Interpersonal skills"]

Join the Customer Support team to handle user feedback and safety inquiries, triage issues, and resolve escalated cases with speed and accuracy. You’ll collaborate with internal teams as the ultimate escalation point, help users use safety features, and identify recurring patterns to propose improvements that prevent future incidents. Work in a high-concurrency live chat environment using ticketing and CRM tools while tracking customer service KPIs like CSAT, AHT, FCR, and SLA.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
ByteDance
ByteDance
1 month ago

User Specialist, Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 30 days agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Join the Customer Support team to handle user feedback and safety inquiries, triage issues, and resolve escalated cases with speed and accuracy. You’ll collaborate with internal teams as the ultimate escalation point, help users use safety features, and identify recurring patterns to propose improvements that prevent future incidents. Work in a high-concurrency live chat environment using ticketing and CRM tools while tracking customer service KPIs like CSAT, AHT, FCR, and SLA.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Deliver exceptional user experience by resolving issues escalated via multiple channels, including safety inquiries.
  • •Respond to escalated user inquiries with high quality, accuracy, and speed while collaborating with different teams.
  • •Identify user needs and guide users to use specific safety features.
  • •Identify and report patterns, propose solutions, and drive implementations to prevent recurring issues.
  • •Conduct initial triage and fact identification, and escalate risky issues to responsible teams with follow-up.

Key Requirements

  • •Proficient written and verbal English communication with strong speed and clarity in responses.
  • •Significant experience in a high-concurrency live chat environment.
  • •Proven ability to maintain exceptional accuracy in fast-paced customer support settings.
  • •Strong problem-solving and root cause analysis skills for resolving issues.
  • •Experience with ticketing systems or customer service platforms (e.g., Zendesk, Freshdesk, Salesforce).
Experience:DigitalTech
Skills:Problem-solvingRoot cause analysisAttention to detailPrioritizationInterpersonal skills
Languages:English
Tech Stack:Live ChatZendeskFreshdeskSalesforceTicketing systemsCRMEmail

Company Brief

ByteDance
Develops consumer internet and content platforms, including TikTok and other apps for short-form video, news, and entertainment. It also builds advertising, commerce, and creator tools that connect audiences, brands, and publishers across global markets.
Industry: Digital Media
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Beijing, China
Founded: 2012
WebsiteLinkedIn