Responsibilities
About the Team: The Global Payment team of TikTok provides payment solutions - including payment acquisitions, disbursements, transaction monitoring, payment method management, foreign exchange conversion, accounting, reconciliations, and so on to ensure that our users have a smooth and secure payment experience on TikTok. Responsibilities: - Complaint & Dispute Management: Handle end-to-end customer service and regulatory complaints, including cases escalated through Brazilian consumer and regulatory channels, and act as a mediator in conflict resolution within required timelines. Collaborate with internal and external stakeholders, including regulatory bodies, compliance teams, and operational units, to standardize best practices. - BPO Team Management: Oversee LATAM BPO teams and own key service-delivery performance metrics (SLAs, quality, and complaint-resolution rates). - Service Insight: Act as the Service SME, understanding the business requirements and stakeholder feedback to identify, document and ensure (through influence and robust data analytics) that the optimization is in line with local and industry practice. Complete root cause investigation of issues and partner with peer functions (like product manager, tech engineer, risk operation etc.) to support long-term resolution of the problem. - Operational Excellence & Compliance: Build frameworks and processes that deliver an exceptional, efficient customer service experience, while ensuring compliance with local data-protection requirements in the handling of customer personal data.
Qualifications
Minimum Qualification(s) - Bachelor's degree in Business, Administration, Finance, Economics, Communications, Law, or a related field (or equivalent practical experience). - 5+ years in payment operations, fintech, or banking or a similar industry - Working knowledge of the Brazilian consumer-protection and financial-regulatory environment (e.g., consumer complaint channels and payment-industry regulations). - Experience collaborating with cross functional teams to drive product iteration and issue resolution, managing cross-functional collaborations and driving process improvement. Preferred Qualification(s) - Experience managing or partnering with BPO / SAC / ouvidoria customer-service teams; background in regulatory/ombudsman complaint handling and consumer dispute resolution.
Job Information
About ByteDance Brazil
ByteDance is a global incubator of platforms at the cutting edge of commerce, content, entertainment, and enterprise services - over 2.5 billion people interact with ByteDance products, including TikTok.
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.
TikTok Accommodation
TikTok 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/RA-request
