Tiktok Shop

6 months ago

London, United Kingdom TikTok Full time

Responsibilities
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
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. The role will lead the overall contact center operations for one or multiple counties, which include both outsourced and inhouse teams to drive operational excellence.

**Responsibilities**:

- Manage customer service and support operations for a specific country or multi-markets;
- Support country sales initiatives, design and lead growth initiatives to boost the business;
- Build and ensure a high performing in-house support team to respond to escalations and manage vendor operations;
- Work with BPO suppliers to ensure a high performing Tier 1 and Tier 2 team and provide the most customer-centric solutions to meet and exceed the goals defined;
- Lead the team to meet all performance related metrics (e.g. customer satisfaction, service level, handle time) and achieve operation excellence.
- Work closely with cross-functional teams to launch the new services, and drive operational excellence for the existing business;
- Work with senior leadership and internal peer groups on continuous improvement projects;
- Implement best practices, set up processes and policies to cover all kinds of business types and make sure service SOPs are in line with each country/region's customer demands and regulations;
- Perform all the jobs related to people manager and lead the team to achieve cohesion.

**Qualifications**:
Minimum Requirements
- Solid experience of managing global contact center business or BPO management
- Ability to successfully function across groups and drive influence throughout all levels of the organization.
- Proved record of motivating and coaching staff to maximize their individual potentials;
- Excellent verbal and written communication skills;
- Ability to synthesize complex and sometimes confusing information into succinct executive summaries.

Preferred Requirements
- BA/BS degree or equivalent practical experience, advanced degree preferred;
- Data driven. Skillful in solving complex business problems;
- Six Sigma training and COPC certified (certification is a plus).
- Ability to attend some early morning and/or night-time meetings including occasional weekend coverage for high level escalations as needed.
- Experience in eCommerce 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.

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