Creator Support Specialist - Trust and Safety, Customer Support

About the Creator Safety & Support Team: Creators are the soul of TikTok - and our Creator Safety & Support Team ensures they feel safe, supported, and celebrated every step of the way. We deliver high-touch, personalized support that helps creators navigate the platform confidently and continue doing what they do best: sharing meaningful content with the world. In this role, you’ll work with content of all types, including everyday creator inquiries and potentially sensitive safety-related material. You’ll be part of a team that takes pride in protecting our community while delivering exceptional creator-first service.

Role Overview: This is a role for someone who thrives on fast-paced work, loves solving puzzles, and finds joy in helping creators feel heard and supported. As a Creator Support Specialist, you’ll be the frontline experience for TikTok’s creator community. This is a high-energy, multitasking-heavy role where you will toggle between multiple systems, manage live chats, emails, and tickets, and deliver fast, accurate, compassionate solutions.

Responsibilities: - Deliver fast, accurate, and compassionate support to creators via chat, email, ticket queues, and in-app messages - Navigate multiple dashboards, tools, workflows, and SOPs simultaneously - Stay up-to-date on policy and product changes to provide real-time accurate guidance - Collaborate with internal partners to escalate issues, create solutions, and improve creator experiences - Contribute to ongoing projects that strengthen safety, efficiency, and community trust. - Provide white-glove support to our high-value creators across multiple communication channels - Master TikTok’s internal and external systems to diagnose issues quickly - Navigate safety-related concerns with clarity, care, and confidentiality - Collaborate with cross-functional partners to drive resolutions and elevate support processes - Represent TikTok with empathy, patience, and a deep understanding of our creator experience

Minimum Qualifications: - 2+ years experience in customer support or user-facing service role, ideally including chat support or written communication. - Experience with CRM or CS software (Salesforce, Zendesk, Avaya, Intercom), and you pick up new ones fast. - Excellent written communication skills in English, with a clear, professional, and concise writing style. - Experience delivering exceptional customer service through email and chat, with a clear, professional, and empathetic communication style.. - Strong multitasking, prioritisation, problem-solving, and time-management skills across multiple tools and systems. - User-first mindset with empathy, clear communication, attention to detail, and the ability to navigate complex processes. - Adaptable and comfortable with ambiguity, with a collaborative, positive, and team-oriented approach.

Preferred Qualifications: - Familiarity with internet culture, creator behavior, and social trends - Experience supporting users in a digital or creator-focused environment