Responsibilities

Our E-commerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only users but also sellers and creators. We value user experience and work on policies, rules, products, and systems to ensure quality. The Service and Support Center Team (SSC) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. We provide customer support to al US TikTok Shop buyers across their full end-to-end journey, including presales, logistics, and aftersales. Responsibilities: - Lead coordinated responses to service escalations, safety, and integrity-related issues across multiple channels (customer contacts, social media, leadership, and external sources). Establish and refine operational processes for rapid issue resolution. - Act as the single point of contact (SPOC) for internal stakeholders, ensuring seamless communication and resolution of escalations. Drive collaboration across teams to optimize service operations, manage key stakeholder meetings, and track program alignment. - Analyze customer feedback, incident trends, and program performance metrics to identify root causes and implement long-term improvements. Regularly report insights to leadership and drive product, policy, and process enhancements. - Develop and implement systems to proactively detect service defects, working with Product, Policy, and Process teams to ensure timely resolution and prevent recurrence. - Own experience recovery by identifying and resolving unresolved internal issues. Oversee internal support requests, troubleshoot independently, and escalate when necessary for faster resolution. - Partner with Quality Monitoring and Training teams to continuously improve escalation-handling processes, onboard new hires, and drive operational excellence. - Maintain structured review cadences (weekly, bi-weekly, monthly) with internal teams and stakeholders, ensuring program effectiveness, transparency, and ongoing enhancements.

Qualifications

Minimum Qualifications: - 3+ years of experience in program management, crisis management, or service operations, with a focus on escalations and emergency response. - Proven ability to manage escalations, emergency response, and operational issue resolution in a fast-paced environment. - Strong analytical and problem-solving skills, including data analysis, trend identification, and root-cause resolution. - Ability to engage and influence cross-functional teams. - Demonstrated ability to navigate successfully in ambiguity, with multiple priorities in a fast-paced, changing environment. Preferred Qualifications: - Prior experience in the tech, e-commerce, or customer service industry. - Experience working with Product, Policy, and Process teams to drive service improvements. - Experience leading cross-functional initiatives with executive stakeholders. - Background in developing training programs or quality assurance processes.

Job Information

[For Pay Transparency]Compensation Description (Annually)

The base salary range for this position in the selected city is $88920 - $159600 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.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.