TikTok Shop - Service Strategy Program Manager
Singapore
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
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.
#7618537503789156613
Position summary
ework (Master Service Doc) specifically tailored for customer service, allowing easy adoption and continuous refinement by PE and cross-functional teams.
- Implement Level 3 tagging systems and design corresponding actions to resolve customer inquiries effectively and efficiently.
- Define and expand the action library, creating new solutions and capabilities to enhance customer support.
- Work collaboratively with Logistics, Product and Algorithm teams to ensure solutions align with external and internal requirements.
Qualifications
Minimum Qualifications
- Bachelor's degree in Business, Information Systems, Computer Science, or related disciplines.
- 5+ years of experience in service solution design, or customer support roles.
- Fluency in English.
Preferred Qualifications
- Proven analytical skills, particularly in performance metrics (CSAT, Repeated Contact Rate, Resolution Rate).
- Experience implementing service solutions to different channels.
- Excellent communication and cross-team collaboration skills.
Why you should apply for a job to TikTok:
4.5/5 in overall job satisfaction
4.5/5 in supportive management
100% say women are treated fairly and equally to men
100% would recommend this company to other women
100% say the CEO supports gender diversity
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.