Responsibilities
About the team The CapCut and Jianying-Security and Compliance department is responsible for the safety and privacy of all global products, including but not limited to privacy security, youth safety, end-to-end security and ecology of AIGC, content safety, risk control security, departmental compliance processes, crisis response, regional legal compliance, information security, social responsibility, and more. The team closely collaborates with various central departments of the company to ensure the smooth development of products. The team primarily consists of Product and Operations who are based across Beijing, Shenzhen, and San Jose. The work environment offers high flexibility and abundant opportunities for growth. Whether in Product or Operations, we hope you possess proficient working skills internationally, strong self-motivation, learning ability, and long-term optimism and resilience. - Provide training support for the CapCut Overseas Customer Service Team, including on-site and remote training with language adaptation, to ensure consistent understanding and unified service standards across regional teams. - Conduct onboarding training for new hires, equipping them with core business processes and key customer communication skills to quickly adapt to their roles and improve customer satisfaction. - Update training materials promptly in response to business changes, revise courseware, and deliver knowledge updates to ensure timely responses and consistent information within the team. - Continuously track customer feedback and high-frequency issues, organise targeted training to resolve pain points, and improve service efficiency and accuracy. - Deliver regular up-skilling training covering product knowledge, system operations, and service skills, using real-world cases to enhance employees comprehensive response capabilities.
Qualifications
Minimum Qualification(s): - A bachelor's degree or higher. - Experience in customer service training experience in frontline customer service. - Familiar with customer service center operations, understand customer service scenarios and typical issues, and be able to independently develop and deliver training courses. - Strong English communication skills for interpreting English materials and cross-regional collaboration. Preferred Qualification(s): - Possess solid teaching skills, with the ability to clearly articulate processes and key points, and to facilitate interactive discussions and Q&A. - Strong logical thinking and problem analysis skills, with the ability to continuously optimize training content and methods based on feedback. - Update training materials promptly in response to business changes, revise courseware, and deliver knowledge updates to ensure timely responses and consistent information within the team. - Experience supporting overseas teams is a plus.
