Shop - Oncall Service SME

3 days ago

Seattle, Washington, United States TikTok Full time

TikTok Shop - Oncall Service SME


Seattle
Regular
Operations
Job ID: A04083


Responsibilities



TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, 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. Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization.

Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. The Role: Oncall Service SME will be responsible for internal escalations from US Operations, and coordinate with all internal resources to solve the issues based on escalation scenarios. How the Role contributes to our Mission: Always put customers first, support internal business teams in 24x7x365 mode and ensure the internal submitters can have access to the right teams/resources to address their questions.

Responsibilities Core:

  • Manage seller/creator enquiries escalated via internal Operations Account/Creator Managers;
  • Manage auto-routing to ensure the right point-of-contact is documented in our system.

Chase the POCs to solve the issues, monitor the POCs' performance and improve their service quality;

  • Identify the root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service;
  • Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards;
  • A problem solver, total ownership if issues are not resolved, then working with our process team defines a strategy to resolve the gaps;
  • Promptly escalate critical/high-risk cases to the appropriate authority;
  • Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations;
  • Support our sales and Business Operation team, educate the Account/Creator Managers through sharing top issues and data/feedback insights to improve seller and creator experience; Coordinate with them to coach sellers and creators;
  • Track and achieve the individual & team OKRs and core team performance KPIs.

Additional:

  • Define, build, implement and monitor projects that increase internal-customer experience;
  • Identify the most common FAQ's and improve our technology self-help tool so we enable our internal customers to self-serve;
  • Work with the Escalation Program Manager to look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance the operating process and improve overall customer experience;
  • Work with the Training Program Manager to become domain expert to solve more issues;
  • Engage with sellers and creators to develop long-term relationships and confidence on our E-commerce platform.

Qualifications



Minimum Qualifications

  • Bachelor degree or above, with over 3 years of relevant working experience in dealing with crisis issues;
  • Understand the law and understand the mechanism of crisis management.

Previous experience in customer success/escalation role, SOP design and PR experience preferred;

  • Strong understanding of the processes, working knowledge of call center operations;
  • Experience in business, financial or statistical analysis;
  • Good written and verbal communication skills

Preferred Qualifications

  • 3 years experience in business analysis and reporting management within Customer Service;
  • Experience in E-Commerce platforms in the relevant region;
  • Experience in chatbot optimisation;
  • Proven experience in data analysis, particularly in conducting root cause analysis.

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



Job Information



The base salary range for this position in the selected city is $ $97111 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.​

Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life. We offer the following benefits to eligible employees: ​

We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​

Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability. ​

We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​

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