Responsibilities Team Introduction The Global Payment team of Bytedance 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 ByteDance platforms including TikTok. Key Responsibilities: - Customer Support: Provide best in class back-office support to the frontline customer service team by addressing payment related inquiries and concerns - Escalation Management: Act as an in-house Tier 2 Specialist to support BPO agents and internal teams to resolve complex customer issues - Cross-Functional Collaboration: Partner with cross functional teams, including upstream business teams, Technical Support, Compliance, Risk to resolve customer issues efficiently and effectively - Reporting & Analysis: Analyze performance reports and recommend process and product improvement to enhance efficiency and customer satisfaction - Continuous Improvement: Work closely with Risk, Compliance, Quality Assurance, and Automation teams to enhance operational effectiveness. Qualifications Minimum Qualifications: - Bachelor's degree in Business, Accounting, Finance, or a related field - 2+ years of experience in payment customer service operational team or related field within financial services. - Proven experience in managing cross-functional collaborations and driving process improvement. - Ability to work in a fast-paced, global environment with multiple stakeholders. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Preferred Qualifications: - Analytical and problem-solving skills, with root-cause mindset. - Exceptional communication skills to work with global stakeholders