Responsibilities
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.
**Responsibilities**:
- Manage customer service and support operations in the Americas.
- Support country initiatives, design and lead growth initiatives to boost the business.
- Build and ensure a high performing in-house support team to respond to escalations and manage vendor operations.
- Work with BPO suppliers to ensure a high performing Tier 1 and Tier 2 team and provide the most customer-centric solutions to meet and exceed the goals defined.
- Lead the team to meet all performance related metrics (e.g. customer satisfaction, service level, handle time) and achieve operation excellence.
- Work closely with cross-functional teams to launch new services, and drive operational excellence for existing businesses.
- Collaborate with leadership and internal peer groups on continuous improvement initiatives.
- Implement best practices, set up processes and policies to cover all kinds of business initiatives and make sure service SOPs are in line with each country/region's customer demands and local regulations.
- Manage all aspects of team leadership, fostering collaboration and guiding them to achieve success.
**Qualifications**:
**Minimum Qualifications**:
- Proven experience of managing global contact center businesses or BPOs.
- Self-motivated with a track record in stakeholder management, problem-solving skills and able to thrive in an ambiguous working environment.
- Proven experience in motivating and coaching teams to maximize their individual potentials.
- Proficiency in English and Spanish is required for the role.
- Proven experience in effectively engaging with leadership, facilitating discussions about complex topics, influence, and reach agreements.
**Preferred Qualifications**:
- BA/BS degree or equivalent practical experience, advanced degree preferred;
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.
- Six Sigma training and COPC certified (certification is a plus).
- Ability to attend some early morning and/or night-time meetings including occasional weekend coverage for high level escalations as needed.
- Experience in eCommerce or marketplace platforms is a plus.
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.
