Tiktok Shop - Service Resolution SME Lead (KAS) - Vietnam

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
About us: Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience.SMT is looking for a Team Lead role to manage the Service Resolution SME (SRS) team in daily operations. As a people manager, this role will be responsible for people and performance management, ensuring metrics such as seller satisfaction, and 24-hour resolution rate through the management and development of the staff. Key responsibilities of this role include enhancing agent technical expertise and delivery of timely seller care, proactively identifying trends impacting sellers and clients, and driving business improvements. We are open to hiring for this position in Vietnam.
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Responsibilities
- Manage a Seller Operation Support Specialist Team with 6 team members.
- Manage the team on a day-to-day basis and provide first-hand support to team internal escalations.
- Work with internal Partner Operations Specialist/ Manager, Quality, SOP and Training teams to train new hires/teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting sellers by working with team, peers, and management.
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
- Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
- Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.
- Conduct trend analyses on seller satisfaction and other core measurements. Implement strategies to improve future operation results.
- Manage and monitor staff and team level utilization rates, team productivity to make sure the final productivity goals and deliverables are met.
- Develop and maintain relationships with XFNs by attending cross-team / cross-site meetings and responding to client feedback.
- Work with the Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting sellers/creators.
- Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
- Work with Recruiting / Staffing teams to identify, interview, and recruit top talents for all team openings.

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience. Experience in the E-Commerce industry.
- 2+ years managing teams and 3+ years E-Commerce Customer Service field.
- Demonstrates effective, clear and professional written and oral communication.
- Data analysis, deep dive on root cause and problem-solving skills.
- Experience building, managing and influencing relationships with internal stakeholders, using data to generate insights and solving complex problems.
- Ability to function independently and within a team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.

Preferred Qualifications
- Experience in E-commerce or marketplace platform is a plus.
- People-oriented, self-motivated and able to thrive in ambiguity and in a matrix environment.

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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