TikTok Shop - Global Automation Service Delivery Lead

TikTok Shop - Global Automation Service Delivery Lead

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Responsibilities

• Work with BPO suppliers to ensure a high performing Tier 1 team to provide world‑class services to customers, sellers and creators. Make sure all Tier 1 hiring needs are met and front‑line service quality meets our targets.
• Build and ensure a high performing Service‑Resolution team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team, thus to external customers, sellers and creators.
• In terms of Seller Support, build teams to solve seller and customer disputes by following platform rules, answer seller inquiries and conduct seller education programs to help with seller success.
• Define success metrics and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
• Go‑to‑market readiness : working with our Regional Solutions to ensure global‑SOP are aligned with Country / Regional regulations, ensuring our BPO operations have a workable solution that resolves our Buyers, Sellers or Creator issues – first time.
• BPO Quality : Identify through AI‑Audit insights coaching opportunities, holding our BPO accountable to coach their people to elevate their quality to deliver exceptional resolution to our customers' issues.
• Identify training needs for both BPO sites as well as all inhouse roles to make sure all positions can receive necessary knowledge and tools to perform their jobs.
• 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.
• 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.
• Work with senior leadership and internal peer groups on continuous improvement projects targeted at improving the customer / seller experience.

Qualifications

Preferred Qualifications

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.

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. 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.

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