Tech Lead Software Engineer, TikTok Customer Service Platform

Responsibilities
About the Team The TikTok Customer Service Platform (CSP) is primarily responsible for providing efficient support services to TikTok users, collecting and analyzing user feedback, and assisting TikTok in continuously optimizing its products and services to enhance user experience and satisfaction. 1. Increase user retention rate: The customer service platform can provide efficient support services to TikTok users, helping to resolve issues they encounter while using TikTok. This enhances user satisfaction, thereby improving the user retention rate. 2. Improve user experience and satisfaction: The customer service platform can serve as a bridge between users and TikTok. Through interaction and engagement with users, it helps TikTok understand user needs and feedback, continuously optimize products and services, and enhance user experience and satisfaction. 3. Provide valuable data and insights: The customer service platform can collect and analyze user feedback and complaint data, helping the TikTok team understand user needs and pain points. It provides valuable data and insights to assist decision-makers in formulating better product and service strategies. 4. Enhance brand image and reputation: The customer service platform can demonstrate TikTok's attention and care for users by promptly responding to their questions and complaints, thereby enhancing the brand image and reputation. At the same time, through interaction and engagement with users, the customer service platform can strengthen users' sense of belonging and identification with TikTok, fostering the establishment of brand loyalty. 5. Support business operations and marketing activities: The customer service platform can support TikTok's business operations and marketing activities, such as providing technical support and answering user inquiries for the promotion of new features and products, as well as offering user data and feedback insights for the planning and execution of marketing campaigns. In summary, the customer service platform serves as a vital link between TikTok and its users, delivering multifaceted business value and holding significant importance for TikTok's user experience, brand image, and business growth. Responsibilities 1. Responsible for the design and development of the TikTok customer service platform, delving into business, understanding abstractions, and providing users with intelligent and efficient service solutions. 2. Achieve rational decomposition of product demands with varying cycles and urgency levels; 3. Prepare technical documentation and design solutions for related product features. 4. Keep researching advanced technologies in the industry to maintain technological progress.
Qualifications
Minimum Qualifications: - Proficient in at least one programming language such as Java/Go/Python/C++, with preference given to those with Java or Go experience; - Familiarity with common web technologies, including but not limited to Linux, MySQL, RPC, MQ, caching, microservices architecture, etc.; - Possesses good coding and documentation habits, pays attention to code style, is familiar with fundamental design patterns and principles, and can continuously monitor and optimize owning projects; - Positive and optimistic, with a strong sense of responsibility, possessing excellent service awareness and communication and collaboration skills. Preferred Qualifications - BS/MS degree in Computer Science or equivalent majors with 5+ years of experience. - Eexperience in leading an engineering team.
Job Information
(For Pay Transparency)Compensation Description (Annually)
The base salary range for this position in the selected city is $ - $ 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 TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
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