Tiktok E-commerce

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
At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About the team
E-commerce's Governance and Experience (GNE) 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 (SMT) is part of the GNE organization. Our mission is to deliver trustworthy and excellent service experiences for every user of TikTok Shop. SMT is looking for a global Seller Support Head role to manage our global seller service strategy and execution, and drive continuous improvements to meet business growth needs.

**Roles&Responsibilities**:
1. Design the global seller support strategy to meet business growth needs;
2. Be responsible for global seller satisfaction with platform services as well as the TikTok Shop support ecosystem;
3. Lead in-house and BPO service teams to achieve all goals defined for operations;
4. Design initiatives and be a changer to drive seller service functions to a profit center by launching marketplace operations for targeted merchants;
5. Review seller service channel efficiencies and guide the seller support to the desired channels;
6. Work with senior leadership and internal peer groups on continuous improvement projects to benefit overall platform seller experience;
7. Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams;
8. Be responsible for global cross-border operations;
9. Lead an internal service team to serve all internal stakeholders' support needs;
10. Lead an outbound service account team to approach targeted merchants to strengthen the peneration of policy education and mitigate the risks of business;
11. Implement best practices, set up processes and policies to cover inquiries, disputes and complaints to make sure service SOPs are in line with each country/region's customer demands and local regulations;
12. Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved;
13. Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both customer facing processes and agent facing tools and systems;
14. Identify training needs for both BPO sites as well as in-house teams to make sure all positions can receive necessary knowledge and tools to perform their jobs;
15. As a people manager, to ensure proper staffing and contingency plans are in place, and provide consistent performance through normal business, seasonality, and new product introduction peaks.

**Qualifications**:
1. BA/BS degree or equivalent practical experience, advanced degree preferred;
2. Experience in eCommerce or marketplace platform;
3. 5+ years in managing global teams and 5+ years in management in customer service and seller success fields;
4. Experiences in building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems;
5. Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment;
6. Ability to function independently and within a team environment with demonstrated tracking records in motivating and coaching staff to maximize their individual potentials.

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.