Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible. Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day. To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve. Join us.
About our Team
E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a regional service delivery head to manage our service delivery on day-to-day basis and drive continuous improvement together with inhouse teams and BPO suppliers. We are hiring in MTV/SEA (Mountain View or Seattle).
What You'll Do
- Work with BPO suppliers to ensure a high performing Tier 1 team to provide world-class services to customers, sellers and creators. Make sure all Tier 1 hiring needs are met and front-line service quality meets our targets.
- Build and ensure a high performing Tier 2 service team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, and thus to external customers, sellers and creators.
- In terms of Seller Support, build teams to solve seller and customer disputes by following platform rules, answering seller inquiries, and conducting seller education programs to help with seller success.
- Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
- Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.
- Implement best practices, set up processes and policies to cover inquiries, disputes and complaints to make sure service SOPs are in line with each country/region's customer demands and local regulations.
- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both customer facing processes and agent facing tools and systems.
- Identify training needs for both BPO sites as well as Tier 2 staff to make sure all positions receive necessary knowledge and tools to perform their jobs.
- As a people manager, ensure proper staffing and contingency plans are in place, and provide consistent performance through normal business, seasonality, and new product introduction peaks.
- Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer/seller experience.
Qualifications
Who We're Looking For
- BA/BS degree or equivalent practical experience, advanced degree preferred.
- 5+ years in managing global teams and 10+ years in management in customer service and seller success fields.
- Experiences in building, managing and influencing relationships with senior stakeholders, using data to generate insights and solve complex problems.
- Strong leadership, self-motivated, and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within a team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials.
- Experience in e-commerce or marketplace platforms is a plus.
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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at ...@tiktok.com
Job Information:
?For Pay Transparency?Compensation Description (annually)
The base salary range for this position in the selected city is $155610 - $291840 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidates qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.