Senior Operations Specialist, Customer Service - Global Payment

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.

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.