Product Manager - Customer Service Platform
Apply NowCompany: TikTok
Location: San Jose, CA 95123
Description:
Responsibilities
Team Introduction:
TikTok is seeking an experienced Product Manager to join our Customer Service Platform team. In this role, you will be responsible for enhancing user support experiences and empowering internal teams with the tools they need to efficiently resolve customer inquiries. You will collaborate closely with various customer service teams to ensure user issues are addressed quickly and effectively.
Responsibilities:
- Drive the development and optimization of features within the customer service platform to improve efficiency for both users and support agents.
- Equip customer service agents with the necessary tools to resolve user inquiries effectively.
- Work cross-functionally to identify challenges, define product strategies, and set objectives that align with the needs of both internal teams and end users.
- Define, track, and analyze key performance metrics to guide product decisions and drive continuous platform improvements.
- Utilize customer feedback, user research, and data analytics to identify opportunities for enhancing the customer support experience.
Qualifications
Minimum Qualifications:
- 3+ years of experience as a Product Manager, managing full product cycles, integrating customer feedback, and driving prioritization.
- Strong problem-solving and analytical abilities, with a data-driven approach to product decision-making.
- Excellent communication skills, with the ability to convey complex product concepts to both technical and non-technical stakeholders.
Preferred Qualifications:
- Experience in customer service related products is a plus.
- Experience in global products is preferred.
#LI-Hybrid
Team Introduction:
TikTok is seeking an experienced Product Manager to join our Customer Service Platform team. In this role, you will be responsible for enhancing user support experiences and empowering internal teams with the tools they need to efficiently resolve customer inquiries. You will collaborate closely with various customer service teams to ensure user issues are addressed quickly and effectively.
Responsibilities:
- Drive the development and optimization of features within the customer service platform to improve efficiency for both users and support agents.
- Equip customer service agents with the necessary tools to resolve user inquiries effectively.
- Work cross-functionally to identify challenges, define product strategies, and set objectives that align with the needs of both internal teams and end users.
- Define, track, and analyze key performance metrics to guide product decisions and drive continuous platform improvements.
- Utilize customer feedback, user research, and data analytics to identify opportunities for enhancing the customer support experience.
Qualifications
Minimum Qualifications:
- 3+ years of experience as a Product Manager, managing full product cycles, integrating customer feedback, and driving prioritization.
- Strong problem-solving and analytical abilities, with a data-driven approach to product decision-making.
- Excellent communication skills, with the ability to convey complex product concepts to both technical and non-technical stakeholders.
Preferred Qualifications:
- Experience in customer service related products is a plus.
- Experience in global products is preferred.
#LI-Hybrid