Responsibilities

　　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

　　Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.

　　Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.

　　To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.

　　At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.

　　Join us.

　　Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. Service and Experience Team (SET) is part of the GNE organization. Our mission is to provide world-class service and experience for customers, sellers and creators. SET is looking for a Team Supervisor role to manage the Service Account Managers in daily operations. As a people manager, this role will be responsible for people and performance management, ensuring merchants satisfaction through the management and development of the staff. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely seller care, proactively identifying trends impacting merchants and clients, and driving business improvements.

　　Responsibilities

　　- Manage a Seller Operation Support Specialist Team with 10+ team members.

　　- Manage the team on a day-to-day basis and provide first hand support to team internal escalations.

　　- Work with XFN teams to train new hires/teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers by working with team, peers, and management.

　　- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.

　　- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.

　　- Responsible for internal team learning curve management, progress checking and performance evaluation

　　- Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.

　　- Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism and timecard issues) to make sure the final productivity goals are met.

　　- Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.

　　- Work with the XFN teams to optimize new and existing processes impacting merchants/creators.

　　- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.

　　- Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all team openings.

　　Qualifications

　　- BA/BS degree or equivalent practical experience. Experience in the online commerce industry.

　　- 2+ years managing teams and 3+ years E-Commerce Customer Service field.

　　- Demonstrates effective, clear and professional written and oral communication.

　　- Data analysis, deep dive on root cause and problem solving skills

　　- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.

　　- Ability to work under high pressure.

　　- People-oriented, 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.

　　TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at [email protected]