Global Customer Service Head

2 weeks ago

Seattle, Washington, United States Tik Tok Full time
{"title": "Global Customer Service Head", "subtitle": "Design and Develop Global Support Strategies", "content": "

At TikTok, we're 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.

We're passionate about inspiring creativity and bringing joy to our users. To achieve that goal, we're committed to celebrating our diverse voices and creating an environment that reflects the many communities we reach.

As a Global Customer Service Head, you'll be responsible for designing and developing global support strategies that meet the needs of our customers. You'll work closely with our global service team to create premium services for valued customers and optimize their experience on our platform.

Key Responsibilities:

  • Design and develop global support strategies for customer service of TikTok Shop
  • Fully leverage inbound and outbound technologies to fulfill customer support requests from all service channels
  • Be responsible for global operational quality performance, CAPEX and OPEX of the large-scale organization
  • Design and provide full lifecycle support for customers with the best industry support experience
  • Lead a global service team to design premium services for valued customers, optimize their experience on our platform
  • Drive global product and process improvements based on issues identified from operations and typical cases
  • Run all business reviews with executive leadership, internal stakeholders, and direct reports
  • Define and build organizational capabilities to drive operational efficiencies with a mixed in-house and outsource mode
  • Align company priorities with day-to-day operations, lead growth initiatives for long-term business success

Qualifications:

  • Bachelor's degree or equivalent with 5+ years of experience in sales or service management
  • Experience in consulting, advisory services, and/or contact centers
  • Familiar with e-commerce platform requirements, with a certain level of business sensitivity and risk awareness
  • Able to manage challenging problems, facilitate discussions on complex topics, and influence and drive change across the organization
  • Strong leadership, self-motivation, and ability to thrive in ambiguity and matrix environments
", "requirements": "

Minimum Qualifications:

  • Bachelor's degree or equivalent with 5+ years of experience in sales or service management
  • Experience in consulting, advisory services, and/or contact centers
  • Familiar with e-commerce platform requirements, with a certain level of business sensitivity and risk awareness
  • Able to manage challenging problems, facilitate discussions on complex topics, and influence and drive change across the organization
  • Strong leadership, self-motivation, and ability to thrive in ambiguity and matrix environments
", "why_join_us": "

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.

We're passionate about inspiring creativity and bringing joy to our users. To achieve that goal, we're committed to celebrating our diverse voices and creating an environment that reflects the many communities we reach.

", "company_info": "

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy.

Our global headquarters are in Los Angeles and Singapore, and our offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

", "contact_info": "

If you need assistance or a reasonable accommodation, please reach out to us.

", "lang_code": "en"}

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