Tiktok Shop

Responsibilities
About TikTok
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok sponsorship of a visa.

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 its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.

About
The e-commerce industry has seen tremendous growth in recent years and has become a hotly contested space amongst leading Internet companies, and its future growth cannot be underestimated. With millions of loyal users globally, we believe TikTok is an ideal platform to deliver a brand new and better e-commerce experience to our users. We aim to bring discovery, inspiration, and joy back to shopping by making TikTok the commerce channel of choice for merchants, creators, and affiliates. We are looking for passionate and talented people to join our product and operations team, to build an e-commerce ecosystem that is innovative, secure and intuitive for our users and brands.

About the team
E-commerce's Governance and Experience is a global team striving to achieve full satisfaction from customers, promoting a sustainable and risk-free sales environment, and providing the perfect purchase experience. Service and Moderation Team is part of the Governance and Experience organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop.

**Responsibilities**:

- Drive the consistency of service quality in the region and improve customer satisfaction through quality, training and SOP optimisation for Customer Service and Seller Support teams in the BPOs.
- Develop and define training strategy, execution framework and learning curriculum to build Customer Service staff proficiency to achieve the best customer experience consistently.
- Audit, govern and monitor the operations compliance of teams in executing regional and global quality, training and SOP standards.
- Partner operational projects team to land new features into countries with agreed timelines focusing on quality, training and SOP alignment.
- Drive operations to reach the QA goals set by the global knowledge management team, by supporting them to reduce fatal errors, improve audit quality, and enhance coaching compliance.
- Plan, support and drive the succession of new implementations and launches in the region, include but not limited to QA, training and SOPs.
- Act as the Subject Matter Expert with regard to all regional Quality, training and SOP matters and represent APAC Service Centre in meetings.

**Qualifications**:
Minimum Qualifications
- Bachelor's degree or equivalent practical experience.
- Experienced in customer service quality assurance and training operations.
- Experienced in working with cross functional stakeholders, tech and non-tech teams.
- Able to drive product enhancements in a fast paced environment.

Preferred Qualifications
- E-commerce marketplace platform or Customer Service experience is a plus.
- Experienced in BPO as QA or training SME a plus.

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.