Service Resolution Lead - USDS

Responsibilities

About TikTok U.S. Data Security
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

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.

Team Intro
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.
Resolution Lead manages a team who will focus on ensuring true resolution for cases handled by our front-line service teams and protecting our platform. As a people-manager, this role will be responsible for people and performance management, ensuring customer satisfaction through the management and development of our people.
We want to give our buyers, sellers and creators confidence that our platform is a trusted, safe marketplace.

We are open to hiring for this position in Nashville, TN (Tennessee).
In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
- Manage a team of Service Resolution SME responsible for providing customer service to our buyers
- Manage the team on a day-to-day basis and provide support for escalations
- Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements
- Work with Quality Monitoring 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 customers by working with team, peers, and management
- Establishing OKR team goals aligned with SMT and GNE ensuring regular monitoring progress against established milestones. Provide regular feedback, performance coaching, maintain productivity and achieve all customer metrics
- Identify team performance opportunities to coach and support individual contributors performance outputs to meet expectations
- Enable their team to diagnose customer issues and deep dive into customer painpoints, dig for root cause, with the current product and process to assist the customer and solve their problems
- Enable their team to identify potential Buyer-Abuse within TTS policies and processes, define and implement cross-functional teams projects to address gaps
- Coordinate with cross-functional teams to resolve customer issues, follow-up and make sure to close-loop all escalations
- Ensure all escalations are owned, investigated and resolved by the team to deliver a solution that meets customer needs
- Define, implement and manage 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

Qualifications

Minimum Qualifications
- BA/BS degree or equivalent practical experience
- 3 years experience as a people manager for individual contributors in a service organization
- Proven leadership with the ability to thrive in ambiguity and in a matrix environment
- Good written and verbal communication skills
- Experience building, managing and influ