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.
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. The 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 an Escalation Program Manager to be responsible for handling escalations and complex cases within the Customer/Seller/Creator Service team.
**Responsibilities**:
- Manage customer/seller/creator enquiries escalated by BPO teams in CRM tool.
- Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Engage sellers to develop long-term relationships and confidence in TikTok Shop.
- Support ad-hoc projects and initiatives per business needs.
**Qualifications**:
**Minimum Qualifications**:
- Bachelor's Degree in business administration, project management or equivalent practical experience.
- Fluency in English is required for the role.
- 3 years of experience in a customer service/customer support role.
- Proven experience in leading process and tooling optimization and implementations for customer service or support team.
- Proven experience in building, managing and influencing relationships with internal and external stakeholders.
**Preferred Qualifications**:
- Masters degree in business administration or related field
- Ability to manage and prioritize multiple requests, ensuring timely completion and alignment with business objectives.
- Eager to learn, initiative taker and problem-solver.
- Excellent analytical, leadership, organizational, stakeholder management, and problem-solving skills.
- 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.
