TikTok Shop - Service Escalation Specialist - 2025 Start

us.

About the Team
E-commerce's Governance and Experience (GNE) is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a Service Escalation Specialist role to be responsible for inspecting product safety, product quality and crisis response system, driving tool automation, rapid resolution and defect reduction.

We are looking for talented individuals to join us in 2025. As a graduate, you will get unparalleled opportunities for you to kickstart your career, pursue bold ideas and explore limitless growth opportunities. Co-create a future driven by your inspiration with TikTok.

Candidates can apply to a maximum of two positions and will be considered for jobs in the order you apply. The application limit is applicable to TikTok and its affiliates' jobs globally. Applications will be reviewed on a rolling basis - we encourage you to apply early.

Responsibilities

• Monitor and manage high risk Customer Service issues, drive improvement in SOPs and preventative mechanisms.
• Conduct statistical analysis to identify trends and commonality across customer feedback sources.
• Champion customer experience by proactively identifying problems and performing root cause analysis/diagnosis leading to significant impact.
• Collaborate with other XFN teams to build and iterate our strategies and products.

Qualifications

Minimum Qualifications

• Currently pursuing or recently graduated with a degree in Business Administration, or a related field.
• Strong time management, risk management, and written and verbal communication skills.
• Analytical mindset with the ability to drive process improvements.
• Adaptable, fast learner and highly motivated with experience in operations and project management.

Preferred Qualifications

• Majoring in Mathematics or Statistics, or equivalent practical experience
• Experience acting as a program manager and collaborating with XFN teams to drive end results.
• Understanding of trends related to E-Commerce in global market is a strong plus.
• Experience using data and metrics to measure impact and determine improvements.
• Skilled in project management and able to manage multiple projects simultaneously.

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.

By submitting an application for this role, you accept and agree to our global applicant privacy policy, which may be accessed here: https://careers.tiktok.com/legal/privacy.

If you have any questions, please reach out to us at [email protected]

#LI-Onsite