Tiktok Live

Responsibilities
About Us
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices, including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us
The TikTok Live Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides healthy and objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

About the Team
The Livestream Team is committed to creating real-time interactive scenes, As a new form of content, Livestream creates value for all parties in the ecology. Livestream provides users with a unique consumption experience and further generalizes content. It is also a new way of employment to provide more direct fan interaction and deepen relationships with authors; It provides healthy and objective revenue to the platform and promotes content exclusivity. It also serves as a "new infrastructure" for expanding ecological boundaries.

The Livestream Service Manager will help assist in plan and curate a strategy that will directly impact our user journey and experience.
- Responsible for initiating Livestream user support operation and management system.
- Continuously optimize the management system, procedures and standards and related tools based on business needs.
- Strategically lead and develop a Livestream User support team to enhance performance by setting clear business objectives and measuring against these on a regular basis to manage team performance.
- Plan the service improvement, business analysis, quality control process, and on-site management of the user support operation department to improve key metrics.
- Collaborate internally with global operations teams on business operational projects.
- Perform deep dives and work with global Livestream operation teams to identify key pain points and draw out actionable insights to and make recommendations for improvements/enhancements.
- Learn and implement operational best practices and set-ups in collaboration with the global team.

**Qualifications**:

- Bachelor degree or above, with over 5-year working experience in developing user/customer experience strategy.
- Has experience developing user support centers or customer-service management centers (BPO)
- Decent data analyzing skills to identify actionable improvements for user support.
- Rich customer experience professional knowledge, familiar with various management principles and methods, as well as a proven ability to do crisis handling.
- Proven skills in understanding users, creating new process SOPs and optimization of existing user support strategy.
- Possess excellent business communication skills and outstanding business execution.
- Experience in transaction processing, fund security and other forms of products is preferred.

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.