Responsibilities
Team Intro: CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time. Responsibilities: - Oversee end-to-end payment service delivery for CapCut Pro subscriptions and in-app purchases, ensuring timely and accurate transactions. - Optimize the payment journey for all CapCut users, focusing on the entire subscription lifecycle (trials, upgrades, billing, cancellations). - Lead the resolution of all payment-related incidents, inquiries, and disputes, providing swift and satisfactory outcomes for users. - Collaborate with internal teams (Product, UX, Engineering, Finance, Legal) and external payment partners to streamline processes and resolve complex issues. - Ensure compliance with relevant regulations (e.g., PCI DSS) and manage payment audit and risk processes. - Analyze payment success metrics and user feedback to identify trends, recommend improvements, and enhance creator satisfaction.
Qualifications
Minimum Qualifications: - A Bachelor's degree in Business Administration, Finance, Communications, or a related field, or equivalent work experience. - 3+ years of experience in payment operations, customer success, or service delivery roles. In-depth knowledge of payment processing lifecycles and customer support best practices is essential. - Demonstrated experience in managing customer/partner relationships, resolving payment issues, and driving customer satisfaction in a payments environment is crucial. - Exceptional communication skills, with a strong ability to empathize with customers and clearly articulate complex payment information to diverse audiences. Proven experience in de-escalation and managing sensitive customer conversations. - Strong analytical and problem-solving skills to understand and address complex payment-related customer issues, propose, and implement effective solutions that prioritize customer satisfaction. -Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions. Familiarity with payment gateways and processing systems. - Proven ability to collaborate effectively with cross-functional teams (including technical, product, and operational teams) to advocate for customer needs and drive resolutions. A genuine empathy for users and a passion for delivering outstanding customer experiences. Preferred Qualifications: - Experience with subscription-based or digital goods business models is strongly preferred. - Demonstrated ability to make sound decisions that balance customer needs with business objectives within the payments domain. - Proficiency in data analysis tools (e.g., Tableau, SQL, Splunk, Kibana) to derive insights. -Demonstrated ability to think strategically about customer experience within the payments domain and contribute to the continuous improvement of payment customer success functions. - Good understanding of payment processes, industry standards, and regulations (e.g., PCI DSS, chargeback rules) to ensure compliant and fair customer treatment.
Job Information
【For Pay Transparency】Compensation Description (Annually)
The base salary range for this position in the selected city is $88000 - $151112 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
For Los Angeles County (unincorporated) Candidates:
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:
1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;
2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and
3. Exercising sound judgment.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Data Security Statement
This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, this role will be subject to strict national security-related screening.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
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.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
