TikTok Commerce-Service Resolution Subject Matter Expert, Service Key Account(German speaking)

Responsibilities

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 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 team
The Role: Service Resolution SME will focus on ensuring our partners can get the most out of the platform to maximise their revenue, reduce violations and maximise positive review. This role will act as the primary and proactive service interface between TikTok and its partner.
How the Role contributes to our Mission: To create the most trusted platform, this role will lead a team that will coach and educate our key accounts, to ensure the products, logistics and returns exceed buyer expectations.

Responsibilities
- Define, build, implement and monitor projects that increase partner experience through reduced violations, increase GMV with service and account-manager stakeholders;
- The Service Resolution SME will be responsible for providing timely and accurate operational support to partners
- Diagnose partner operational performance, analyze performance data and deep dive into partners' pain points, dig for root cause, with the current product and process to assist the partner solve their problems;
- Conduct effective communication with partners, including early warning communication with risky partners, promote guidance on platform rules and regulations, hold improvement sessions with partners on their fulfillment and service performance;
- Coordinate with cross-functional teams to resolve partner issues, follow-up and make sure close-loop to all escalations;
- Engage partners to develop long-term relationships and confidence in TikTok;
- Adhere to established procedures and guidelines while providing quality partner service in order to meet and exceed department standards;
- Look for opportunities to identify ongoing issues and eliminate repeat complaints from partners, reduce escalation rate in order to enhance operating processes and improve overall customer experience;
- Partner with our Voice of Customer PM's to identify customer friction points caused by gaps in our training curriculum or quality framework, and address to reduce customer effort;
- Support ad-hoc projects and initiatives per business needs;

Qualifications

Minimum Qualifications
- Bachelor degree or above, with over 3 years of relevant working experience in resolving customer issues as an expert.
- Previous experience in customer service/escalation role, SOP design and cross functional collaboration experience preferred;
- Strong understanding of the processes, working knowledge of contact center operations;
- Experience in business, financial or statistical analysis;
- Be able to work with German and English in a profession setting as the role might work with German-speaking and English speaking accounts in the UK market

Preferred Qualifications
- 3+ years experience in business analysis and reporting management within Customer Service;
- Experience in Commerce platforms in the relevant region;
- Proven experience in data analysis, particularly in conducting root cause analysis;

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.