Service Resolution Expert, Key Account Manager
6 days ago
About the Team
The Role:
As a Service Resolution Subject Matter Expert, you will play a crucial role in ensuring our partners achieve maximum revenue, minimize violations, and maximize positive reviews on the TikTok platform.
This position will serve as the primary and proactive service interface between TikTok and its partners, fostering a collaborative environment that drives business growth and customer satisfaction.
How the Role Contributes to Our Mission
To create the most trusted platform, you will lead a team that will educate and coach key accounts to exceed buyer expectations, resulting in increased customer loyalty and retention.
Key Responsibilities
- Define, build, implement, and monitor projects that enhance partner experience through reduced violations, increased Gross Merchandise Value (GMV), and improved service.
- Provide timely and accurate operational support to partners, ensuring seamless communication and issue resolution.
- Diagnose partner operational performance, analyze data, and identify root causes to assist partners in solving problems.
- Conduct effective communication with partners, including early warning communication, guidance on platform rules and regulations, and improvement sessions on fulfillment and service performance.
- Coordinate with cross-functional teams to resolve partner issues, ensuring close-loop communication and follow-up on all escalations.
- Engage partners to develop long-term relationships and confidence in TikTok, driving business growth and customer satisfaction.
- Adhere to established procedures and guidelines while providing quality partner service, meeting and exceeding department standards.
- Identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance operating processes and improve overall customer experience.
- Partner with Voice of Customer PMs to identify customer friction points caused by gaps in training curriculum or quality framework, addressing these issues to reduce customer effort.
- Support ad-hoc projects and initiatives as needed.
Minimum Qualifications
- Bachelor's degree or above, with over 3 years of relevant working experience in resolving customer issues as an expert.
- Previous experience in customer service/escalation roles, SOP design, and cross-functional collaboration.
- Strong understanding of processes, working knowledge of contact center operations.
- Experience in business, financial, or statistical analysis.
- Proficiency in German and English in a professional setting, with the ability to work with German-speaking and English-speaking accounts in the UK market.
Preferred Qualifications
- 3+ years of experience in business analysis and reporting management within Customer Service.
- Experience in Commerce platforms in the relevant region.
- Proven experience in data analysis, particularly in conducting root cause analysis.
-
Forensic Accounting Director
7 days ago
London, Greater London, United Kingdom Apollo solutions Full timeApollo Solutions is seeking a seasoned Forensic Accounting Director to lead their team in dispute resolution and business development. As a key member of the organization, you will be responsible for overseeing forensic accounting investigations, developing business strategies, and providing expert testimony in legal proceedings.Key Responsibilities:Lead and...
-
Forensic Accounting Director
6 days ago
London, Greater London, United Kingdom Apollo solutions Full timeApollo Solutions is seeking a seasoned Forensic Accounting Director to lead their team in dispute resolution and business development. As a key member of the organization, you will be responsible for overseeing forensic accounting investigations, developing business strategies, and providing expert testimony in legal proceedings.Key Responsibilities:Lead and...
-
Claims Service Improvement Manager
4 days ago
London, Greater London, United Kingdom NHS Resolution Full timeAbout the Role:NHS Resolution is seeking a talented Service Improvement Manager to join the Claims Service Improvement Team on a permanent contract basis.Key Responsibilities:Support the research, planning, and implementation of new and improved protocols, processes, and ways of working across the Claims function.Identify processes and improvement...
-
Claims Service Improvement Manager
4 days ago
London, Greater London, United Kingdom NHS Resolution Full timeAbout the Role:NHS Resolution is seeking a talented Service Improvement Manager to join the Claims Service Improvement Team on a permanent contract basis.Key Responsibilities:Support the research, planning, and implementation of new and improved protocols, processes, and ways of working across the Claims function.Identify processes and improvement...
-
Senior Financial Operations Manager
4 weeks ago
London, Greater London, United Kingdom NHS Resolution Full timePosition Type: PermanentSalary Range: AfC 8a £53,755 to £60,054Work Location: London / Leeds / Hybrid or RemoteWe are seeking a highly skilled Finance Manager to enhance our dynamic team. The ideal candidate will possess a wealth of experience in delivering top-tier financial reporting, forecasting, and analytical insights for NHS Resolution's indemnity...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution Subject Matter Expert, you will play a crucial role in ensuring our partners achieve maximum revenue, minimize violations, and maximize positive reviews on the TikTok platform.This position will serve as the primary and proactive service interface between TikTok and its partners, fostering a collaborative...
-
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution Subject Matter Expert, you will play a crucial role in ensuring our partners achieve maximum revenue, minimize violations, and maximize positive reviews on the TikTok platform.This position will serve as the primary and proactive service interface between TikTok and its partners, fostering a collaborative...
-
Forensic Accounting Director
4 days ago
London, Greater London, United Kingdom Apollo Solutions Full timeJob OpportunityApollo Solutions is seeking a highly experienced and skilled Forensic Accounting Director to lead their team in dispute resolution and business development.Key ResponsibilitiesLead and oversee forensic accounting investigations related to business disputes, fraud, and financial misconduct.Develop and execute business development strategies to...
-
Forensic Accounting Director
4 days ago
London, Greater London, United Kingdom Apollo Solutions Full timeJob OpportunityApollo Solutions is seeking a highly experienced and skilled Forensic Accounting Director to lead their team in dispute resolution and business development.Key ResponsibilitiesLead and oversee forensic accounting investigations related to business disputes, fraud, and financial misconduct.Develop and execute business development strategies to...
-
Claims Resolution Expert
4 weeks ago
London, Greater London, United Kingdom som3 Recruitment Full timeJob OverviewPosition - Claims Resolution ExpertLocation - Hybrid model: 3 days remote, 2 days on-siteSalary - Competitive base salary of £60k with outstanding benefitsType - Permanent employment opportunityRole SummaryAs a key member of the Resolution Team, reporting directly to the Resolution Team Manager, you will oversee the management of newly failed...
-
Commerce Service Resolution Expert
2 days ago
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution SME, you will play a crucial role in ensuring our partners achieve maximum revenue, minimize violations, and maximize positive reviews on the TikTok platform.This position will serve as the primary and proactive service interface between TikTok and its partners, fostering a collaborative environment that drives...
-
Commerce Service Resolution Expert
2 days ago
London, Greater London, United Kingdom TikTok Full timeAbout the TeamThe Role:As a Service Resolution SME, you will play a crucial role in ensuring our partners achieve maximum revenue, minimize violations, and maximize positive reviews on the TikTok platform.This position will serve as the primary and proactive service interface between TikTok and its partners, fostering a collaborative environment that drives...
-
Service Resolution Specialist
1 week ago
London, Greater London, United Kingdom TikTok Full timeAbout the RoleWe are seeking a highly skilled and experienced Service Resolution Specialist to join our team at TikTok. As a key member of our customer service team, you will be responsible for providing timely and accurate operational support to our partners, ensuring their experience is enhanced through reduced violations and increased GMV.Key...
-
London, Greater London, United Kingdom Carrington West Full timeJob Summary: We are seeking a highly skilled Conflicts Resolution Specialist to join our team at Carrington West. As a key member of our Risk Management department, you will play a crucial role in overseeing the entirety of our projects' carbon emissions. Key Responsibilities: Develop and implement strategies to reduce carbon emissions across our projects....
-
London, Greater London, United Kingdom Carrington West Full timeJob Summary: We are seeking a highly skilled Conflicts Resolution Specialist to join our team at Carrington West. As a key member of our Risk Management department, you will play a crucial role in overseeing the entirety of our projects' carbon emissions. Key Responsibilities: Develop and implement strategies to reduce carbon emissions across our projects....
-
Head of Finance and Operations Manager
7 days ago
London, Greater London, United Kingdom Resolution Full timeResolution is seeking a highly skilled and experienced professional to fill the role of Head of Finance and Operations. This is a key position within the organization, responsible for providing strategic financial and operational leadership to support the company's growth and success.Key Responsibilities:Financial Management:Oversee the development and...
-
Senior Finance Analyst
4 weeks ago
London, Greater London, United Kingdom NHS Resolution Full timePosition Type: PermanentSalary Range: AfC 8a £53,755 to £60,054Work Arrangement: Hybrid or RemoteWe are seeking a highly skilled Finance Manager to enhance our dynamic team. The ideal candidate will possess a robust background in delivering precise reporting, forecasting, and analytical insights for NHS Resolution's indemnity schemes, coupled with strong...
-
Senior Management Accountant
1 week ago
London, Greater London, United Kingdom Trace - Expert Accountancy Recruitment Full timeJob Description**About the Role:**We are seeking a highly skilled Senior Management Accountant to join our team at Trace - Expert Accountancy Recruitment. As a Senior Management Accountant, you will be responsible for delivering top-tier management accounting services to our clients in the arts and cultural sector.Key Responsibilities:Financial Planning and...
-
Management Accountant
5 days ago
London, Greater London, United Kingdom Trace - Expert Accountancy Recruitment Full timeJob DescriptionRole OverviewWe are seeking a highly skilled Management Accountant to join our team at Trace - Expert Accountancy Recruitment. As a key member of our team, you will be responsible for producing accurate and timely management accounts, as well as assisting with treasury and FP&A duties.Key ResponsibilitiesPrepare and present management accounts...
-
Management Accountant
5 days ago
London, Greater London, United Kingdom Trace - Expert Accountancy Recruitment Full timeJob DescriptionRole OverviewWe are seeking a highly skilled Management Accountant to join our team at Trace - Expert Accountancy Recruitment. As a key member of our team, you will be responsible for producing accurate and timely management accounts, as well as assisting with treasury and FP&A duties.Key ResponsibilitiesPrepare and present management accounts...
