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TikTok Shop Regional Leader
2 months ago
TikTok is a leading destination for short-form mobile video, inspiring creativity and bringing joy to users worldwide. Our global headquarters are in Los Angeles and Singapore, with offices in New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join UsAt TikTok, we believe in the power of creativity and community. Our platform is built to help imaginations thrive, and we're looking for talented individuals to join our team. As a Regional Leader for Service Account Management, you'll play a critical role in ensuring a safe and trustworthy marketplace for our buyers, sellers, and creators.
Job SummaryWe're seeking a seasoned leader to head our Service Account Management team, responsible for ensuring TikTok shop merchants have a frictionless and profitable relationship with our e-commerce platform. As a Regional Leader, you'll lead a team of ~100 account managers and leaders, providing strategic direction, mentoring, and coaching to ensure exceptional service to merchants.
Key Responsibilities- Provide strategic direction and leadership to a team of account managers.
- Mentor, coach, and develop the team to ensure exceptional service to merchants.
- Set clear goals and KPIs, monitor performance, and provide feedback.
- Oversee merchant relationships, ensuring a positive experience.
- Handle escalations and guide account managers on issue resolution.
- Ensure merchants adhere to marketplace policies to prevent violations.
- Develop strategies to mitigate risks related to merchant activities.
- Collaborate with account managers to enhance merchant sales and profitability.
- Work with sales and marketing teams on initiatives for merchant growth.
- Address escalated customer service issues promptly and effectively.
- Streamline support processes to improve customer satisfaction.
- Use data analytics to understand merchant behavior and marketplace trends.
- Develop strategic initiatives to enhance merchant satisfaction and performance.
- Advocate for merchant needs with product, engineering, and operations teams.
- Align account management initiatives with company objectives alongside marketing and sales teams.
- Experience in leadership within customer success, account management, or related fields, ideally in ecommerce or marketplaces.
- Strong leadership and team development skills.
- Excellent communication and interpersonal skills with stakeholders.
- Analytical mindset for data-driven decision making.
- Deep understanding of account management principles and customer focus.
- Adaptability to fast-paced environments.
- Experience leading an account management team in a BPO environment, understanding outsourcing dynamics and client management.
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. 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.
