Merter Kaygisizel

• Investigating, managing, and resolving global cases reported across multiple channels for TikTok, including reviewing potentially graphic, controversial, or offensive content.
• Crafting comprehensive incident reports and clearly communicating analysis, findings, and escalations to key stakeholders.
• Analyzing incident trend data to identify opportunities for process improvements, and providing recommendations for enhancing processes, policies, and products.
• Conducting thorough root cause analyses to address underlying issues and implement corrective actions to prevent recurrence.
• Collaborating with global, cross-functional teams, including regional Trust & Safety, Public Policy, Legal, Product, and Engineering teams, to develop effective solutions.
• Leading ad hoc and strategic projects from inception to successful implementation

• Acting as the pivot role through the whole ads posting process to bridge clients (both internal sales team & external advertisers) and Ads Integrity Team to handle their daily queries and consultations.
• Collecting customer voices, providing clear and concise explanations for decisions, sharing relevant policy/SOPs, and guiding advertisers on how to rectify their issues and concerns of ad creative/risk/after-posting.
• Working closely with the Partner Development Team to provide premium support for EMEA key clients to improve advertiser experience and increase customer satisfaction.
• Investigating risk trends proactively and helping optimize appeal SOPs/ads policy/platforms with XFN teams to reduce risks and potentially increase revenues.
• Analyzing data and reporting risk trends/policy gaps/quality assurance/overturn rates, etc.

• Supported EMEA Large Customer Sales (LCS) clients via chat, email, and phone, offering product and tool guidance to enhance user experience, adoption, and spending.
• Identified trends and resolved recurring issues across multiple LCS clients.
• Consulted with clients to optimize marketing campaigns, providing education and support to demonstrate the value of LCS advertising solutions.

• Advised B2B clients on strategic goals, focusing on ROI maximization and business growth through exceptional customer experience.
• Acted as EMEA Escalation POC, resolving client issues in collaboration with Account Executives, SMEs, Quality Analysts, and Google Tech Team.
• Delivered product and tool support to boost adoption, user experience, and client spending.

• Provided technical support for Microsoft products, including troubleshooting, account assistance, and issue resolution.

• Delivered technical support for Apple devices (iPhone, iPad, Mac, Apple Watch) and OS, consistently meeting KPIs (CSAT, IR, AHT), handled Tier 1 escalations with advanced technical expertise and full ownership of issue resolution.