Service Operations Specialist- CapCut

Responsibilities

About ByteDance
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.

About CapCut
CapCut team's mission is to inspire video creation by providing users with a wide range of video editing functions and easy-to-use video templates. We aim to build the best and most localized editing experience, to help users catch up with the trend and express themselves.

About the team
The CapCut and Jianying-Security and Compliance department is responsible for the safety and privacy of all global products, including but not limited to privacy security, youth safety, end-to-end security and ecology of AIGC, content safety, risk control security, departmental compliance processes, crisis response, regional legal compliance, information security, social responsibility, and more. The team closely collaborates with various central departments of the company to ensure the smooth development of products.
The team primarily consists of Product and Operations who are based across Beijing, Shenzhen, and San Jose. The business covers both mature and early-stage products, with a presence in both China and global markets. The work environment offers high flexibility and abundant opportunities for growth.
Whether in Product or Operations, we hope you possess proficient working skills internationally, strong self-motivation, learning ability, and long-term optimism and resilience.

Responsibilities

• Responsible for the construction and optimization of service processes for products like CapCut, formulate service standards, output comprehensive and rigorous service plans, empower and drive the customer service team to complete service delivery with high standards
• Analyze and optimize various service quality indicators in a data-driven manner, clearly understand the achievement paths of each indicator, drive relevant parties to conduct optimizations, and be responsible for service quality
• Clearly understand the interrelationships among various service efficiency indicators, disassemble the optimization paths of various efficiency indicators in a data-driven way, start with means such as product optimization, personnel management and process optimization, continuously optimize service efficiency and be responsible for service efficiency
• Analyze the reasons why users contact the service, start with users' original feedback to analyze the means of optimizing user experience, continuously empower the experience team and optimize the overall user experience

Qualifications

Minimum Qualifications

• Excellent written and verbal communication skills in English
• More than 2 years of relevant experience in service operation under a large-scale customer service system and attach great importance to user experience
• Established methodologies for service process operation and experience efficiency operation, be able to quickly build an efficient operation system suitable for business operation and continuously optimize it
• Excellent data analysis capabilities, the ability to analyze and disassemble complex problems and formulate strategies, be able to think systematically and promote implementation
• Effectively collaborate with relevant parties to promote the resolution of complex problems and achieve the set goals

Preferred Qualifications

• Strong horizontal pulling and collaborative promotion capabilities, and can promote multi-department collaboration from the perspective of global optimization
• Proficiency in Chinese is required to effectively communicate and collaborate across regions.

ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.