TikTok LIVE – Global Customer Service Representative, Portuguese Speaking
Job Description
Join TikTok, the world’s leading destination for short-form video, and become part of a team that drives innovation, safety, and joy for millions of users globally. TikTok LIVE is at the forefront of interactive content, enabling creators and viewers to connect, co-create, and explore together. As part of the Customer Service Excellence team, you’ll play a pivotal role in ensuring a seamless, reliable, and enjoyable experience for our Portuguese-speaking community.
This role is a fantastic opportunity for professionals who thrive in fast-paced, dynamic environments and are passionate about delivering exceptional service. You’ll be working directly with creators and users, resolving complex inquiries, managing escalations, and contributing to a global ecosystem built on trust, engagement, and operational excellence. If you enjoy problem-solving, cross-functional collaboration, and continuous improvement, this role will give you the platform to make a meaningful impact.
TikTok is committed to fostering a supportive and inclusive environment. Joining this team means collaborating with diverse global partners while developing your expertise in customer service for one of the most innovative live-streaming platforms in the world.
Key Responsibilities
Manage and respond to creator and customer inquiries via CRM tools, direct contact, or in collaboration with other teams.
Identify root causes of escalated issues and provide timely, appropriate solutions. Document resolutions in knowledge management systems.
Escalate critical or high-risk cases promptly to relevant authorities and ensure resolution follow-up.
Coordinate with internal teams to close the loop on customer issues and reduce repeat complaints.
Analyze recurring issues to improve operational processes and enhance overall customer experience.
Respond professionally to internal and external escalations while meeting quality standards.
Support ad-hoc projects and initiatives to drive process improvements and operational efficiency.
Requirements
Bachelor’s degree (BA/BS) or equivalent practical experience.
Proficiency in Portuguese and English, both written and spoken, with the ability to participate in meetings, chat, and email correspondence.
Minimum 2 years of experience in a customer service role.
Strong communication, problem-solving, and interpersonal skills.
Ability to work efficiently in a fast-paced, detail-oriented environment.
Preferred Qualifications:
Experience working with live-streaming or user-generated content platforms.
Comfortable using Microsoft Word, Excel, and other productivity tools.
Proactive, adaptable, and solutions-oriented mindset.
Benefits
Competitive salary and performance-based incentives.
Opportunities for career growth, training, and global exposure within TikTok.
Collaborative, inclusive, and supportive work environment.
Hands-on experience with a leading live-streaming platform.
Professional development opportunities in customer service, content operations, and global business operations.
Flexible work arrangements and focus on work-life balance.