Why you should apply for a job to TikTok:
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
#M6122
Position summary
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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.
About the Team
Ecommernce Service and Experience Team is part of the Governance and Experience organization and includes the functions of Customer Service, Seller Support, Creator Support, Global Operation Excellence and Global Experience Management. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a country/hub service delivery role to lead a diverse team of service workforce which focuses on supporting our customers and sellers through the whole e-commerce journey, from pre-purchase, purchase, and post-sales. We are open to hiring for this position in Vietnam.
Roles & Responsibilities
- Lead country or hub level Tier 2 teams, Quality Assurance and Training roles on day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.
- Build and ensure a high-performing customer service team that will deliver operational excellence to our end users.
- 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 process and policies to cover dispute process and make sure service policies are in line with each region's customer demand and local regulations.
- Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user facing processes and agent facing tools and systems.
- Identify training needs and work with all functional teams to deploy training for the tier 2 staff, as well as extend the training to BPO tier 1 to empower the tier 1 team as appropriate.
- BA/BS degree or equivalent practical experience.
- 2+ years managing global teams and 5+ years of management experience in Customer Service management role.
- Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
- Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
- Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
- Experience in eCommerce or marketplace platform 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.
What are TikTok perks and benefits
Lactation facilities
Fertility
Unconscious bias training
Networking
Succession planning
Diversity recruiting
Diversity performance
Short term disability
Paid paternity
Paid maternity
Paid adoptive
About the company
Industry: Technology: Consumer Internet
As the leading destination for short-form mobile video, our platform helps people around the world become a part of a global community. In a world that feels more divided than ever, we are here to inspire creativity and bring joy. We do this by embracing change, thriving in ambiguity, and always looking for solutions.
Why you should apply for a job to TikTok:
Employee well-being is supported via hybrid work, short-term counseling through our EAP and a premium subscription to Headspace.
We embrace diversity across all dimensions and provide employees with 9 employee resource groups globally, including our WOMEN ERG.
Comprehensive parental leave policy as well as fertility treatment through healthcare providers with a $20,000 lifetime maximum.
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