Global Customer Service Lead

4 weeks ago

London, United Kingdom TikTok Full time

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 the Team

The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides healthy and objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

As part of the LIVE Platform Trust and Experience team, the Service Excellence team provides world-class service and experience for customers and creators. The Team Lead will act as the people manager of the and will be responsible for people and performance management, ensure customer satisfaction through the management and development of team members. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely customer care, proactively identifying trends impacting customers and clients, and driving business improvements.

Roles & Responsibilities

- Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.

- Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting customers/creators by working with team, peers, and management.

- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.

- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.

- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity, and to achieve customer satisfaction. Monitor OKR progress against established milestones.

- Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.

- Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to ensure the final productivity goals are met.

- Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.

- Work with the Readiness, SOP, QA, training and system teams to optimize new and existing processes impacting customers/sellers/creators.

- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.

- Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all tier 2 openings.

Minimum Qualifications:

- BA/BS degree or equivalent practical experience.

- 2+ years managing teams and 5+ direct reports in the Customer Service field.

Preferred qualifications:

- Experience working in tech / internet / BPO organisations

- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.

- Experienced working for live-streaming / user-generated content 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.

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