Product Specialist, SME (Billing, Payment & TTO)

About the team

The Monetization Product Operations team sits within Product Strategy & Operations and focuses on customer support together with the tools and workflows that power it. The team’s purpose is to deliver a top-tier advertising support experience by strengthening service quality and improving processes and systems so operations run smoothly.

It works closely with Sales on post-sales support and partners with the product organization to improve the product through feature requests and bug management.

Core responsibilities

This role centers on the Billing & Payment and TTO domains, with a strong emphasis on automation, quality control, vendor enablement, and operational excellence.

• Push the Billing & Payment function toward 80% automated reply coverage by building automated responses, spotting missing automation areas, defining what can be handled by AI, and working with product and AI teams to close the gap.
• Evaluate and refine AI-produced replies so they remain accurate, appropriately toned, and effective at resolving issues across Billing & Payment and TTO.
• Work with AI and product partners to improve response rules, escalation paths, and automation scope using domain knowledge.
• Measure automated reply results against quality standards and continuously improve performance.
• Run quality checks using established QA methods, keep track of QA indicators, and identify patterns across both human and AI-handled tickets.
• Collect feedback from internal stakeholders, vendor inputs, and customer signals, then convert that information into action plans through Product VOC processes.
• Build and deliver vendor training for onboarding, refreshers, and adoption of AI tools, while monitoring Online SOP usage and closing compliance gaps.
• Review vendor CSAT and quality performance, then turn the findings into focused coaching actions and measurable improvement plans.
• Lead calibration sessions so vendors stay aligned on ticket handling standards, SLA expectations, and AI-assisted ways of working.
• Track vendor SLA performance across key measures, highlight risks early, and work with vendor managers to correct issues.
• Maintain knowledge content and Online SOPs in the internal KM tool so documentation stays accurate, standardized, and widely adopted across vendor locations.
• Conduct business reviews with vendor leads and cross-functional partners to steer strategy, monitor progress, and keep sites accountable to quality goals.

Role requirements

• At least 4 years of experience in the ad tech industry.
• Strong ability to analyze data, solve problems, and turn findings into practical business recommendations.
• Experience delivering product training effectively.
• Comfort using analytics tools such as Excel.
• Working knowledge of visualization tools such as Tableau or Power BI.
• Ability to resolve issues and communicate clearly with both technical and non-technical audiences.
• Strong spoken and written communication skills.

About the company

TikTok is a leading platform for short-form mobile video, built around the mission to inspire creativity and bring joy. Its global headquarters are in Los Angeles and Singapore, with additional offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why this opportunity stands out

The company emphasizes curiosity, humility, resilience, collaboration, and an “Always Day 1” mindset. It values diverse perspectives and is committed to building an inclusive environment where employees can contribute meaningfully and grow with the business.

Diversity and inclusion

The organization is committed to fostering an inclusive workplace where people are valued for their skills, experiences, and unique viewpoints. It aims to reflect the diverse communities its platform serves and welcomes candidates who share that commitment.