Service Specialist (CapCut / Pippit / Dreamina / Hypic)

The team is responsible for establishing and optimizing service processes for products, ensuring high-standard service delivery and operational efficiency.

This role sits within second-line product support and is responsible for handling complex tickets, engaging with key users, conducting competitor benchmarking, and analyzing off-platform public sentiment. The role requires the ability to identify the core issue quickly based on user feedback, operational paths, product mechanisms, and risk signals, coordinate cross-functional stakeholders to drive resolution, and translate individual cases into reusable solutions that improve both user experience and service quality.

- Complex case handling and escalation management: Handle complex scenarios that cannot be resolved by frontline teams, assess the issue based on user descriptions, behavioral paths, historical context, system signals, and surrounding context, determine the nature of the issue, its impact, and its priority, and drive cross-functional resolution through to closure.
- Competitor benchmarking, knowledge development, and process optimization: Continuously review core product capabilities, user journeys, and typical issue patterns across both our products and key competitors. Convert user feedback and case observations into structured knowledge assets, reusable playbooks, FAQs, case libraries, and process improvement recommendations that raise handling efficiency and service quality.
- Product expertise: issue reproduction, solution design, and user guidance: Demonstrate strong product knowledge and diagnostic capability by reproducing, analyzing, and validating user-reported issues, then providing clear and actionable solutions. Beyond resolving the immediate case, guide users to understand product logic, recommended workflows, and practical alternatives, so they can use the product more effectively and independently.
- High-risk governance and coordinated risk response: Identify and manage high-risk cases involving public sentiment escalation, legal or compliance exposure, brand impact, or complaint escalation. Assess risk levels and potential impact quickly, align with relevant stakeholders on response strategies, and contain impact while balancing user experience, platform rules, and business boundaries. Build reusable standards for case classification, judgment criteria, and response protocols.
- Community operations and voice-of-customer management: Track feedback from communities and external channels, identify negative sentiment, recurring concerns, and emerging discussion points, and guide conversations through timely responses, case sharing, and educational content. Help shift discussions from isolated complaints to constructive engagement, while feeding actionable insights back into product, service, and process improvements.

Minimum Qualification(s)
- Bachelor’s degree or above.
- Heavy user of CapCut or related editing and AI-powered creative products, with at least one year of hands-on experience and clearly defined use cases, and familiarity with video editing products such as Jianying.
- Strong learning agility and summarization skills, with genuine curiosity about new products and features. Able to ramp up quickly and turn product usage patterns and outcomes into structured methodologies.
- Experience in community operations, user research, or competitor analysis, with the ability to convert external feedback into testable problem scenarios.
- Strong problem-structuring, information synthesis, and logical analysis skills, with the ability to independently reproduce issues and conduct root-cause analysis.
- Strong communication skills, with the ability to work efficiently across stakeholders in complex cases and drive alignment when interests conflict.
- A sharp sensitivity to public sentiment, legal exposure, and brand risk, with the ability to make sound risk assessments and response decisions under incomplete information.

Preferred Qualification(s)
- A background in editing, content creation, or design
- Experience in content moderation, creator support, or platform service operations