Customer Service Delivery Operations - CapCut
ByteDance
Operations, Customer Service
Kuala Lumpur, Malaysia
Responsibilities
About the Team: The team is responsible for establishing and optimizing service processes for products including CapCut, ensuring high-standard service delivery and operational efficiency. System Building & Delivery Management: - Establish and optimize service processes for CapCut and other products. - Formulate service standards and deliver comprehensive service solutions. - Build the delivery system for outsourced workspaces and oversee daily operations. - Ensure high-standard service delivery and accountability for outsourced teams' outcomes. Analytical Optimization & Vendor Operation: - Collaborate with business teams to analyze and iterate processes based on user issue resolution. - Monitor operational performance and identify improvement opportunities. - Design outsourcing workforce solutions and targeted improvement plans. - Drive continuous optimization of vendors’ delivery quality and operational efficiency. Business Collaboration & Intelligent Process Construction: - Own upstream business requirements and collaborate with intelligent technology teams. - Build structured processes and adapt frameworks for intelligent tools. - Maintain long-term cooperative relationships with vendors. - Align on requirements and issues, resolve cooperation conflicts, and facilitate high-quality delivery.
Qualifications
Minimum Qualification(s) - Bachelor’s degree or above. - 2 years of customer service experience. - Proven solid experience in outsourced team management, quality management, and process or project management. - Basic written and verbal English communication skills. - Strong strategic planning capabilities with proficiency in the full-cycle methodology and tools for process planning, construction, monitoring, and optimization. - Experienced in designing outsourcing workforce solutions, capable of converting business demands into standardized processes, and owning end-to-end operational capabilities to drive solution implementation. - Competent in data analysis and complex problem decomposition. - Skilled in interpreting data through observational and outcome indicators, capable of systematic thinking, taking effective management actions rapidly based on data insights, and possessing solid written communication skills. Preferred Qualification(s) - Candidates with overseas business experience are highly preferred. - Excellent communication, presentation, and logical thinking skills, with outstanding resource coordination capabilities. - Able to collaborate efficiently with cross-functional stakeholders to resolve complex issues and achieve established goals. - Result-oriented with strong self-motivation and learning agility. - Able to manage multiple priorities in a fast-paced working environment and provide timely responses to daily operational matters.
Job Information
About CapCut
CapCut is an all-in-one video editing app that empowers creators to express themselves and transform videos into creative masterpieces. In addition to its basic features, such as video editing, text, stickers, filters, colors and music, CapCut offers free advanced features, including keyframe animation, smooth slow-motion effects, chroma key, Picture-in-Picture (PIP), and stabilization to help you capture and snip moments.
Why Join ByteDance
Inspiring creativity is at the core of ByteDance's mission. Our innovative products are built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and enrich life - a mission we work towards every day.
As ByteDancers, we strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our Company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
ByteDance 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 ByteDance, our mission is to inspire creativity and enrich life. 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.