At a Glance
- Tasks: Troubleshoot advertising performance issues and support product launches.
- Company: Join TikTok, a leading platform for creativity and joy.
- Benefits: Competitive salary, diverse culture, and opportunities for growth.
- Other info: Be part of a global team that values creativity and innovation.
- Why this job: Make an impact in a fast-paced tech environment while helping businesses succeed.
- Qualifications: Experience in customer or technical support, with a focus on advertising products.
The predicted salary is between 35000 - 45000 £ per year.
Location: London
Employment Type: Regular
Responsibilities
Role Overview
At Monetization Product Operations (MPO), our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We're a global team with regional hubs in Singapore, Japan, China, London, and multiple locations in the US. This role focuses on troubleshooting advertising performance issues (overbidding, high CPA/low ROI/tROAS, low/no spending etc.) across advertiser-facing products and internal support workflows. The candidate will act as a bridge between advertisers, internal operations teams, PMs, and RDs, helping identify, investigate, and resolve delivery performance problems in a structured way. The role covers ticket investigation, customer feedback analysis, product support enablement, knowledge base development (runbook/SOP), and dashboard maintenance. It is suitable for candidates with 2-5 years of experience in customer support, technical support, product operations, or a related support function, especially if they have exposure to advertising products or campaign performance analysis.
Key Responsibilities
- Investigate technical and product issues raised by internal stakeholders and advertisers through ticketing systems, with a focus on campaign delivery and performance symptoms.
- Support the launch and adoption of new advertising products and features by preparing support resources, troubleshooting guides, and enablement materials.
- Contribute to ticket quality review, issue categorization, knowledge management, and support process improvement across regional and global teams.
- Extract qualitative and quantitative feedback from ticketing systems and data platforms, then organize issues by type, customer scale, impact scope, and resolution priority.
- Translate advertiser pain points into actionable inputs for Product and Engineering, including issue background, reproduction conditions, affected scope, metric evidence, and suggested priority.
- Work with regional technical product teams and support teams to balance global troubleshooting standards with local market requirements.
Qualifications
Minimum Qualifications:
- Understanding how an ad goes from creation and review to delivery, spend, conversion, and attribution, and where anomalies may occur along this path.
- Being able to distinguish advertiser setup issues, product policy changes, data delay, system incidents, and market fluctuations.
- Using time-series comparison, segmentation, funnel breakdown, and WoW/DoD movement to locate performance anomalies.
- Tracking key metrics such as spend, impressions, clicks, conversions, CPA, CVR, CTR, and budget utilization.
- Providing Product and Engineering with clear reproduction conditions, affected scope, metric evidence, and prioritization rationale.
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is 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 bring joy - a mission we work towards every day. 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. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. 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
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.
Ready for a career at TikTok? Discover a career that energizes and excites you every day.
Technical Product Specialist (TPS) - Performance in London employer: TikTok
At TikTok, we pride ourselves on being an exceptional employer in Greater London, offering a vibrant and inclusive work culture that celebrates diversity and creativity. Our employees benefit from extensive growth opportunities, including workshops and mentorship programmes, designed to enhance their skills and career progression. Join us to be part of a dynamic team that values unique perspectives and fosters meaningful relationships within the livestream ecosystem.
