TikTok Shop - Global Customer Service Head

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. 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 Global Customer Service Head role to be responsible for customer service strategy design and global operations. This role will manage end-to-end service solutions for global customers of the TikTok Shop platform.

Roles & Responsibilities
- Design and develop global support strategies for customer service of TikTok Shop
- Fully leverage inbound and outbound technologies to fulfill customer support requests from all service channels
- Be responsible for global operational quality performance, CAPEX and OPEX of the large-scale organization
- Design and provide full life-cycle support for customers with the best industry support experience
- Lead a global service team to design premium services for valued customers, optimize their experience on our platform
- Drive global product and process improvements based on issues identified from operations and typical cases
- Run all business reviews with executive leadership, internal stakeholders and direct reports
- Define and build organizational capabilities to drive operational efficiencies with a mixed in-house and outsource mode
- Align company priorities with day-to-day operations, lead growth initiatives for long-term business success

Qualifications

Minimum Qualifications
- Bachelor's degree or equivalent with 5+ years of experience in sales or service management
- Experience in consulting, advisory services and/or contact centers
- Familiar with e-commerce platform requirements, with a certain level of business sensitivity and risk awareness
- Able to manage challenging problems, facilitate discussions on complex topics, and influence and drive change across the organization
- Strong leadership, self-motivation, and ability to thrive in ambiguity and matrix environments

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 https://shorturl.at/cdpT2

Job Information

【For Pay Transparency】Compensation Description (annually)

The base salary range for this position in the selected city is $158080 - $297920 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 Acco