TikTok Shop - OnCall Escalation Specialist

nternal issues, take ownership, and collaborate with cross-functional teams to drive timely and effective solutions.

• Help Desk Resolution: Oversee and manage internal support requests, resolving issues independently when possible, and escalating to appropriate teams to ensure swift resolution.
• Root Cause Analysis: Investigate underlying causes of recurring issues, partnering with Global Product, Policy, and Process teams to implement long-term fixes and prevent recurrence.
• Single Point of Contact: Serve as the primary liaison for Business Account Managers, owning escalations end-to-end to ensure timely resolution and stakeholder satisfaction.
• Stakeholder Relationship Management: Develop and maintain strong relationships with internal teams (e.g., Business Ops, Governance), and establish engagement strategies that foster collaboration and alignment.
• Team Training & Coaching: Collaborate with QA and operations leadership to support onboarding of new hires and provide ongoing coaching to improve team effectiveness.
• Performance Reviews & Insights: Lead regular reviews (weekly, monthly, bi-monthly) with internal teams and stakeholders, analyzing data to uncover gaps, track trends, and drive continuous improvement.

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent practical experience
• Up to 3 years experience in business analysis and reporting, ideally within a customer service environment

Preferred Qualifications

• Experience working with commerce or marketplace platforms
• Familiarity with ticketing systems such as Zendesk
• Strong analytical skills with a proven ability to conduct root cause analysis
• Self-starter with the ability to work independently and collaboratively in a fast-paced environment
• Bilingual proficiency in Mandarin or Spanish to facilitate effective communication with our tech teams in China and customer service teams in Spanish-speaking regions, ensuring quick resolution and seamless collaboration across global operations

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $77968 - $101333 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.