Seller Support Lead - Americas
3.
5 Seattle, WA Seattle, WA $155,610 - $291,840 a year $155,610 - $291,840 a year 16 hours ago 16 hours ago 16 hours ago Responsibilities Responsibilities 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 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.
Description 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 BDEE Seller Support Lead role to manage a team of program managers and drive continuous improvement together with cross functional teams.
Work with BPO suppliers to ensure a high performing Tier 1 seller support 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 inhouse Tier 2 service team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team Lead Quality Assurance and Training Program Managers on a day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.
Build and ensure a high performing seller support team that will deliver operational excellence to our sellers.
Define success metric and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.
Implement best practices, set up process and policies to cover dispute process and make sure service policies are in line with each region's customer demand and local regulations.
Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user facing processes and agent facing tools and systems.
Identify training needs and work with all functional teams to deploy training for the inhouse seller support team, as well as extending the training to BPO agents.
Work with BPO Partner Operations Manager in driving for excellent seller support performance.
Qualifications BA/BS degree or equivalent practical experience.
2
years managing global teams and 5
years of management experience in Customer Service management role.
Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
Experience in eCommerce or marketplace platform is a plus.
Bilingual or multilingual is highly preferred but not required.
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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.
If you need assistance or a reasonable accommodation, please reach out to us at email protected Job Information The base salary range for this position in the selected city is $155610 - $291840 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life.
We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match.
As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans.
In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are:
10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra.
A 401K company match, gym and cellphone service reimbursements.
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
5 Seattle, WA Seattle, WA $155,610 - $291,840 a year $155,610 - $291,840 a year 16 hours ago 16 hours ago 16 hours ago Responsibilities Responsibilities 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 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.
Description 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 BDEE Seller Support Lead role to manage a team of program managers and drive continuous improvement together with cross functional teams.
Work with BPO suppliers to ensure a high performing Tier 1 seller support 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 inhouse Tier 2 service team that will deliver operational excellence by providing timely support to Tier 1 BPO operations team Lead Quality Assurance and Training Program Managers on a day-to-day basis and drive continuous improvement together with all internal functions by leveraging all available resources.
Build and ensure a high performing seller support team that will deliver operational excellence to our sellers.
Define success metric and manage team KPIs by coaching and providing guidance to ensure metrics and quality targets are achieved.
Proactively seek solutions to improve operational efficiency and quality by working with product, operation and policy teams.
Implement best practices, set up process and policies to cover dispute process and make sure service policies are in line with each region's customer demand and local regulations.
Interpret reporting and analysis to drive service excellence initiatives, and use insights from data to drive product improvements on both user facing processes and agent facing tools and systems.
Identify training needs and work with all functional teams to deploy training for the inhouse seller support team, as well as extending the training to BPO agents.
Work with BPO Partner Operations Manager in driving for excellent seller support performance.
Qualifications BA/BS degree or equivalent practical experience.
2
years managing global teams and 5
years of management experience in Customer Service management role.
Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems.
Strong leadership, self-motivated and able to thrive in ambiguity and in a matrix environment.
Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.
Experience in eCommerce or marketplace platform is a plus.
Bilingual or multilingual is highly preferred but not required.
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.
TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws.
If you need assistance or a reasonable accommodation, please reach out to us at email protected Job Information The base salary range for this position in the selected city is $155610 - $291840 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our company benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support our employees to give their best in both work and life.
We offer the following benefits to eligible employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match.
As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans.
In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are:
10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra.
A 401K company match, gym and cellphone service reimbursements.
The Company reserves the right to modify or change these benefits programs at any time, with or without notice.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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