TikTok Shop

TikTok Shop - Head of Service Experience, AMS Get AI-powered advice on this job and more exclusive features. Responsibilities About the team: E-commerce Governance and Experience is a global team responsible for ensuring our marketplace is safe and trustworthy for users, sellers and creators. We value user satisfaction and work on policies, rules, and systems to ensure quality. Develop and implement strategic initiatives to enhance customer interactions, satisfaction, and resolution for all inquiries via help center, seller and chatbot interaction. Create and deploy a vision for continuous development and evolution of the Customer Service with Product, Engineering, LLM/AI and Agents, including end-to-end service support strategies for all categories, new technology, channels and chatbot. Lead and develop a strong, high‑performing team, demonstrating leadership of experience by implementing change within the CS environment (systems deployment, in‑sourcing and out‑sourcing, switch to digital, self‑service, etc.). Set the strategic vision of Customer Service experience, establishing the standard of quality and translating these into meaningful and actionable deliverables for your team and cross‑functional partners. Optimize and drive the cost and ROI strategies through Customer Service experience by demonstrating strong commercial acumen and understanding of segmentation and scenario‑based strategies. Lead the regular review of insights from customer satisfaction surveys, complaints and other sources across Customer Service to devise ongoing plans to enhance experiences and raise customer satisfaction scores and first‑time resolution. Own and optimize our customer service governance and policies for both buyers and sellers. Drive monitoring and seller enforcement mechanisms to ensure compliance, speed and high quality of buyer/seller messages. Leverage segmentation, order, fulfillment and other data to apply different customer engagement models and scenarios to deliver the correct interaction. Optimize our FAQs and SOPs to ensure customers have access to best self‑help information and that our chatbot, LLM and agents have accurate and relevant information to resolve a wide spectrum of issues and questions. Ensure the best routing, information, and engagement channel is applied among the self‑help, seller, platform, chatbot and direct message options, with a goal to minimize repeat and follow‑up contact. Effectively manage relationships with stakeholders across business, service centers, technology, logistics, payments, finance, product, compliance, global and operations teams to design and deliver customer‑facing technical roadmaps and features. Manage staff planning and contribute to budget and operating goal planning process. Establish, execute and track key performance indicators (KPIs) for customer success, including resolution, satisfaction, recontact rate, NPS, and other metrics in OKRs, weekly and monthly basis. Qualifications Minimum Qualifications Bachelor’s degree in Marketing, Business, or related field. Proven experience in a senior leadership role with a focus on customer service and/or customer engagement. 5+ years of professional experience in customer‑facing fields within E‑commerce or transactional platforms. 5+ years of people management experience in managing multi‑locations. Experience leading customer service related teams and creating (and deploying) an elevated Customer Service Experience strategy. Excellent interpersonal and communication skills and strong ability to work cross‑functionally in a fast‑paced, challenging environment. Preferred Qualifications Experience using data and metrics to measure impact and determine improvements. Demonstrated past success working in a matrix environment and ability to influence key stakeholders. Experience with post‑purchase experiences that include fulfillment, returns, refunds and contact. Experience in policy, compliance and/or internal controls. Successful implementation of large and complex programs, products and/or features. Marketplace retail experience with third‑party (3P) sellers/merchants. About TikTok 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 we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul and Tokyo. Why Join Us Inspiring creativity is at the core of TikTok’s mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy – a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We’re resilient and embrace challenges as they come. By continually iterating and fostering an “Always Day 1” mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us. Diversity & Inclusion: 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 celebrate our diverse voices and are passionate about creating an environment that reflects the many communities we reach. Get notified about new Head of Service Management jobs in Singapore, Singapore . #J-18808-Ljbffr