Help Center Content Specialist Details

Help Center Content Specialist

TikTok - New York, NY

Employment Type : Full-Time

Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the Team
TikTok's User Operations team ensures we're delivering on our mission through all of our user-facing communication efforts, helping establish TikTok as our users’ favorite daily experience. We're looking for a highly organized, independent Help Center Content Specialist to execute our user communications strategy.

The Help Center Content Specialist will work with our Help Center Content Strategist and User Communications Strategy Manager to ensure our users receive timely, valuable communication. In this role, you'll write and update Help Center content based on new feature releases and ongoing audits. You must be capable of sorting through many competing priorities, defining processes, executing with precision, and succeeding in a complex and fast paced environment. This role will liaise with the Communication, Legal, Localization, Tools and Reporting, and Product Operations teams.

Responsibilities

• Explain product features in clear, helpful, approachable, and empathetic support messaging that aligns with TikTok's voice and content standards
• Collaborate with Product Operations, Marketing, Product, and Design teams to create user and creator education content
• Work with Help Center Content Strategist as well as Content Design and Product Writing teams to align on best practices
• Optimize operational workflows with cross-functional teams including Product, Marketing and Content Design
• Directly manage day-to-day escalations and troubleshooting of issues

Qualifications

• 2+ years of writing experience, preferably support or user education content
• 2+ years of writing experience, preferably support or user education content
• Experience in help or support content, user education content, instructional design, technical writing, or content strategy
• Writing portfolio with support or user education content, direct or transactional emails, style guides
• Proven track record of operating independently, demonstrating creativity, and managing multiple projects simultaneously with a strong attention to detail and maintaining deadlines
• Team player, ability to engage on all levels of the organization
• Experience working on projects involving cross functional team collaboration
• Excellent writing, communication, organizational and interpersonal skills
• Passionate about entertainment and digital content; Knowledge of the media landscape and major trends in the industry
• Solid understanding of the TikTok user experience
• HTML experience preferred

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 is committed to providing reasonable accommodations during our recruitment process. If you need assistance or an accommodation, please reach out to us at Recruiting.Corp@tiktok.com.

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